Operational support and analysis

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.