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Operational Support and Analysis By John Sansbury

Operational Support and Analysis

In Stock
£36.99
This user-friendly book aims to assist candidates pass the ITIL (R) OSA Intermediate examination. It references material from the core ITIL texts and gives practical guidance. This new edition includes the latest ITIL guidance as well as additional insights from the author's own experience of developing effective solutions. An ITIL (R) licensed product.
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Operational Support and Analysis Summary


Operational Support and Analysis: A guide for ITIL (R) exam candidates by John Sansbury

This user-friendly book aims to assist candidates pass the ITIL (R) OSA Intermediate examination. It not only references the source material from the core ITIL texts, but crucially also gives practical guidance based on real-life experiences. This new edition reflects the latest ITIL guidance, definitions, terminology and diagrams, as well as many additional insights from the author's own experience of developing effective solutions and practices. An ITIL (R) licensed product.

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About John Sansbury


John Sansbury owns Infrassistance, a consultancy specialising in service management. He is an ITIL practitioner, examiner, trainer, author and consultant and a Chartered IT Professional and Fellow of BCS. He is passionate about service management and has helped some of the world's largest organisations improve the delivery of their IT services.

Table of Contents


SECTION 1: INTRODUCTION
1. The concept of service management as a practice

2. The concept of service, its value proposition and composition

3. The functions and processes across the lifecycle

4. The role of processes in the service lifecycle

5. How service management creates business value

6. How operational support and analysis supports the service lifecycle

SECTION 2: THE OSA PROCESSES AND FUNCTIONS
7. Event management

8. Incident management

9. Request fulfilment

10. Problem management

11. Access management

12. The service desk

13. The other OSA functions

14. Technology and implementation considerations

15. Common service activities

SECTION 3: PASSING THE OSA EXAMINATION
16. What you are expected to know

17. Making the most of the training

18. The format of the examination

APPENDICES
A1 Operational support and analysis syllabus

A2 Sample questions

A3 The generic use of metrics to check and improve efficiency and effectiveness

A4 Generic challenges, critical success factors and risks

Additional information

GOR009756667
Operational Support and Analysis: A guide for ITIL (R) exam candidates by John Sansbury
John Sansbury
Used - Very Good
Paperback
BCS Learning & Development Limited
2014-04-22
160
178017196X
9781780171968
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.