Operational Support and Analysis
A guide for ITIL (R) exam candidates
2nd Edition
Published on 22. April 2014
Book
Paperback/Softback
160 pages
978-1-78017-196-8 (ISBN)
Description
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.
More details
Edition
2nd Revised edition
Language
English
Place of publication
Swindon
United Kingdom
Publishing group
BCS Learning & Development Limited
Target group
Professional and scholarly
Edition type
Revised edition
Dimensions
Height: 244 mm
Width: 170 mm
ISBN-13
978-1-78017-196-8 (9781780171968)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Previous edition
Book
01/2011
BCS, The Chartered Institute for IT
€57.19
Article exhausted; check for reprint
Person
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.
Content
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
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