Operational Support and Analysis - ITIL V3 Intermediate Capability Handbook

Handbook from the Official Publisher of ITIL

Authors:Alison Cartlidge, Janaki Chakravarthy, Colin Rudd, John A Sowerby

Summary: This guide provides a quick reference to the processes covered by the ITIL V3 Operational Support and Analysis syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Operational Support and Analysis, and as a handy portable reference source for practitioners who work with these processes.

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

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