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Operational Support and Analysis - John Sansbury

Operational Support and Analysis

A guide for ITIL® exam candidates

(Autor)

Buch | Softcover
160 Seiten
2014 | 2nd Revised edition
BCS, The Chartered Institute for IT (Verlag)
978-1-78017-196-8 (ISBN)
CHF 56,80 inkl. MwSt
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This user-friendly book aims to assist candidates pass the ITIL® 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® licensed product.
This user-friendly book aims to assist candidates pass the ITIL® 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® licensed product.

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.

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

Erscheint lt. Verlag 22.4.2014
Verlagsort Swindon
Sprache englisch
Maße 170 x 244 mm
Themenwelt Mathematik / Informatik Informatik Netzwerke
Informatik Weitere Themen Hardware
Informatik Weitere Themen Zertifizierung
Wirtschaft Betriebswirtschaft / Management
ISBN-10 1-78017-196-X / 178017196X
ISBN-13 978-1-78017-196-8 / 9781780171968
Zustand Neuware
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