Operational Support and Analysis ITIL Intermediate Capability Handbook

This quick-reference guide will help you as you study for the OSA module of the ITIL Intermediate Capability qualification. Beyond the exam, this handbook is a practical resource that can be used in the workplace. Companion volumes covering the other Intermediate Capability modules are also available.

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.