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This guide, Operational Support and Analysis ITIL V3 Intermediate Capability Handbook, provides a quick reference to the processes covered by the ITILv3 Operational Support and Analysis syllabus.

It is designed as a revision aid for students taking the ITIL Capability qualification for Operational Support and Analysis, and as a handy portable reference source for practitioners who work with these processes.

This handbook is essential for looking to pass the ITILv3 Operational Support and Analysis exam at the first attempt.

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.

Key Features and Benefits:

• Authored and quality assured by itSMF UK, written by ITSM professionals for ITSM professionals. Thus ensuring the information in the book is pragmatic.

• Endorsed by the APM Group, the ITILv3 qualification scheme accreditor, clearly demonstrating the quality of information in the handbook.

• Follows the ITIL Intermediate Capability Operational Support and Analysis Syllabus, giving you the best chance possible to pass the ITILv3 Operational Support and Analysis exam at your first attempt.

We also offer this handbook in packs of 10 - Operational Support and Analysis ITIL V3 Intermediate Capability Handbook - (Pack of 10).

Author: Alison Cartlidge, Janaki Chakravarthy, Colin Rudd, John A Sowerby - itSMF Members
Publisher: TSO
ISBN 10: 0113312083
ISBN 13: 9780113312085
Format: Softcover
Published Date: 4 November 2009
Availability: In Stock

Acknowledgement of OGC Copyrights.

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