Operational Support and Analysis: A Guide for ITIL Exam Candidates - Second Edition

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9781780171968: Operational Support and Analysis: A Guide for ITIL Exam Candidates - Second Edition
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This user-friendly book aims to assist candidates pass the ITILŪ 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. Exam candidates no longer have to rely just on their memory and revision, but can draw on their understanding of the material and thereby significantly increase their chances of success in both the examination and the adoption of the principles in their professional life. 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 for his clients around the world. An ITILŪ licensed product. Review: "John 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'." Phil 'Monty' Montanaro, Service Management SME, HP

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About the Author:

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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John Sansbury
ISBN 10: 178017196X ISBN 13: 9781780171968
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John Sansbury
Published by BCS, The Chartered Institute for IT/Viva Books Private Limited (2015)
ISBN 10: 178017196X ISBN 13: 9781780171968
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Book Description BCS, The Chartered Institute for IT/Viva Books Private Limited, 2015. Softcover. Condition: New. 2nd edition. This user-friendly book aims to assist candidates pass the ITIL® 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. By using the book, exam candidates no longer have to rely just on their memory and revision, but can draw on a thorough understanding of the material and thereby significantly increase their chances of success in both the examination and the adoption of the principles in their professional life. This new edition reflects the latest ITIL guidance, definitions, terminology and. diagrams. An ITIL® licensed product. ? Key resource for passing the ITIL ® OSA Intermediate exam ? Reduction in costs and downtime with OSA best practice ? Practical insights from the author?s global experience Contents: Figures and tables Author Abbreviations Glossary Useful Websites Preface SECTION 1: INTRODUCTION Chapter 1 The concept of service management as a practice Chapter 2 The concept of service, its value proposition and composition Chapter 3 The functions and processes across the lifecycle Chapter 4 The role of processes in the service lifecycle Chapter 5 How service management creates business value Chapter 6 How operational support and analysis supports the service lifecycle SECTION 2: THE OSA PROCESSES AND FUNCTIONS Chapter 7 Event management:Introduction ? Purpose and Objectives ? The Scope of the process ? The value to the business and the service lifestyle ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and process interfaces ? Using metrics to check effectiveness and efficiency ? Challenges, critical success factors and risks ? Designing for event management Chapter 8 Incident management: Introduction ? Purpose and Objectives ? The Scope of the process ? The value to the business and the service lifestyle ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and process interfaces ? Involvement in knowledge management ? Using metrics to check effectiveness and efficiency ? Challenges, critical success factors and risks Chapter 9: Request fulfilment:Introduction ? Purpose and Objectives ? The Scope of the process ? The value to the business and the service lifestyle ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and process interfaces ? Involvement in knowledge management ? Using metrics to check effectiveness and efficiency ? Challenges, critical success factors and risks Chapter 10 Problem management: Introduction ? Purpose and Objectives ? The Scope of the process ? The value to the business and the service lifestyle ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and process interfaces ? Involvement in knowledge management ? Using metrics to check effectiveness and efficiency ? Challenges, critical success factors and risks Chapter 11 Access management: Introduction ? Purpose and Objectives ? The value to the business and the service lifestyle ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and process interfaces ? Involvement in knowledge management ? Using metrics to check effectiveness and efficiency ? Challenges, critical success factors and risks Chapter 12 The Service Desk:Introduction ? Purpose and Objectives ? Organisational structures ? Staffing considerations ? Using metrics to check effectiveness and efficiency ? Outsourcing the service desk Chapter 13 The other OSA functions: Technical Management ? IT operations management ? Application management ? Functional overlaps Chapter 14 Technology and Implementation Cons Printed Pages: 164. Seller Inventory # 86521

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