Updated in line with the ITIL 2011 editions and the Operational Support and Analysis (OSA) syllabus, this quick-reference guide will help you as you study for the OSA module of the ITIL Intermediate Capability qualification. Beyond the exam, this handbook is a practical resource that can be used in the workplace. Companion volumes covering the other Intermediate Capability modules are also available.

Key features:

  • Authored and quality assured by itSMF UK
  • Endorsed by the APM Group
  • Follows the ITIL Intermediate Capability Operational Support and Analysis Syllabus.

Covers the following processes and functions and how they contribute to the Lifecycle:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Applications Management.

Details

Price (SAR)94.7
ISBN9780113314294
AuthorTSO (The Stationery Office)
PublisherTSO (The Stationery Office)
Weight (kg)0.18
FormatPaperback
Published04/11/2013
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