Boek Operational support and analysis (Engels)

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.