Operational Support and Analysis: A guide for ITIL (R) exam candidates

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.