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Operational support and analysis: ITIL® V3 Intermediate Capability Handbook

Paperback, Pack of 10

Author:
Alison Cartlidge
Publisher:
TSO (The Stationery Office)
Price: £109.50

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.

Alternative formats

Extent Pack of 10 ISBN 9780113314300
Size 108 x 140 mm Price £109.50
Format Paperback Published 04 Nov 2013
Availability In Stock: 1 - 2 days Availability help (opens in new window) Delivery Delivery options and charges

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