Operational support and analysis
ITIL intermediate capability handbook
Paperback Engels 2013 2e druk 9780113314294Samenvatting
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.
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- advisering
- algemeen management
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- internet en social media
- it-management / ict
- juridisch
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