Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook - (Single Copies)

Description

A handbook for those looking to pass the ITIL 2011 Intermediate Capability stream exam.

Authored and quality assured by itSMF UK

Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook is a quick-reference guide which will help you as you study for the OSA ITIL Intermediate Capability stream exam. It is also suitable for use as a practical reference resource in the workplace.

Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook covers the following processes and functions and how they contribute to the ITIL service lifecycle:

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

Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook has been fully updated in line with the 2011 edition of ITIL and is fully aligned to the Operational Support and Analysis (OSA) syllabus. It has been authored and quality assured by itSMF UK.

Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook is also available in packs of 10 here: Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook – (Pack of 10).

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