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 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 (R) licensed product.

Full Product Details

Author:   John Sansbury
Publisher:   BCS Learning & Development Limited
Imprint:   BCS, The Chartered Institute for IT
Edition:   2nd Revised edition
Dimensions:   Width: 17.00cm , Height: 0.90cm , Length: 24.40cm
Weight:   0.272kg
ISBN:  

9781780171968

ISBN 10:   178017196
Pages:   160
Publication Date:   22 April 2014
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

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

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Author Information

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.

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