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Operational support and analysis: ITIL® V3 Intermediate Capability Handbook


Alison Cartlidge
TSO (The Stationery Office)
Price: £10.95

Updated in line with the ITIL 2011 editions and the Operational Support and Analysis (OSA) syllabus, this quick-reference PDF will help you as you study for the OSA module of the ITIL Intermediate Capability qualification. Beyond the exam, this PDF 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.

A PDF allows for easy access while you're on the move:

  • Single user

  • Non-networkable

  • Basic downloadable PDF: searchable with a bookmarking function.

Alternative formats

Extent 179 pages ISBN 9780113314317
Size 5.01Mb Price £10.95
Format PDF Format help (opens in new window) Published 20 Nov 2013
Availability Available Immediately Availability help (opens in new window)

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Release, Control and Validation ITIL Intermediate Capability Handbook

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