Overview

This user-friendly book aims to assist candidates pass the ITIL (R) 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 (R) Licensed Product.

Full Product Details

Author:   John Sansbury
Publisher:   BCS Learning & Development Limited
Imprint:   BCS, The Chartered Institute for IT
Dimensions:   Width: 17.20cm , Height: 1.20cm , Length: 24.60cm
Weight:   0.295kg
ISBN:  

9781906124595

ISBN 10:   1906124590
Pages:   160
Publication Date:   23 December 2010
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Out of Print
Availability:   Out of print, replaced by POD  
We will order this item for you from a manufatured on demand supplier.

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

Reviews

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 Service Management SME HP Enterprise Services Defence & Security UK Ltd.

Author Information

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.

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