Operational Support and Analysis
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Home > Computing and Information Technology > Computer programming / software engineering > Software Engineering > Software testing and verification > Operational Support and Analysis: A Guide for ITIL® V3 Exam Candidates
Operational Support and Analysis: A Guide for ITIL® V3 Exam Candidates

Operational Support and Analysis: A Guide for ITIL® V3 Exam Candidates


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About the Book

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 also gives practical guidance based on real life. Exam candidates no longer have to rely just on their memory and revision, but are able to draw on their understanding of the material and thereby significantly increase their chance of success in both the examination and the adoption of the principles in their professional life. An ITIL® Licensed Product.

Table of Contents:
INTRODUCTION 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 proceses 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 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

About the Author :
John Sansbury is a Senior ITIL Examiner, a Fellow of the BCS and the Institute of Service Management. He has shunned the technical aspects of IT, largely because he finds them boring. Instead, he has excelled at helping organisations deliver business value from IT. As a practitioner, John learnt his trade with Philips and London Electricity.

Review :
John has produced a well-balanced publication which provides comprehensive syllabus coverage of the ITIL(R) V3 Intermediate examination in Operational Support and Analysis, whilst also adding significant value around describing 'real world' good practice in this area. Thus he has created an excellent aid to preparation for those seeking success in the examination together with a superb reference manual, to complement the existing ITIL guidance, for those already practising 'in the field'. -- P H P Montanaro FBCS CITP FISM


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Product Details
  • ISBN-13: 9781780170367
  • Publisher: BCS Learning & Development Limited
  • Publisher Imprint: BCS, the Chartered Institute for IT
  • Language: English
  • Sub Title: A Guide for ITIL® V3 Exam Candidates
  • ISBN-10: 178017036X
  • Publisher Date: 04 Jan 2011
  • Binding: Digital download
  • No of Pages: 160


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