Operational Support and Analysis PDF Download

Author: John Sansbury
Publisher: BCS, The Chartered Institute
ISBN: 1906124590
Category : Business & Economics
Languages : en
Pages : 168

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Book Description
This user-friendly book will help candidates pass the ITIL] OSA Intermediate examination. It references the source material from the core ITIL texts and helps readers make sense of the technical and complex ITIL terminology.

Author: Blokdyk
Publisher: Createspace Independent Publishing Platform
ISBN: 9781978326286
Category :
Languages : en
Pages : 122

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Book Description
This amazing Operational Support and Analysis self-assessment will make you the credible Operational Support and Analysis domain specialist by revealing just what you need to know to be fluent and ready for any Operational Support and Analysis challenge. How do I reduce the effort in the Operational Support and Analysis work to be done to get problems solved? How can I ensure that plans of action include every Operational Support and Analysis task and that every Operational Support and Analysis outcome is in place? How will I save time investigating strategic and tactical options and ensuring Operational Support and Analysis opportunity costs are low? How can I deliver tailored Operational Support and Analysis advise instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Operational Support and Analysis essentials are covered, from every angle: the Operational Support and Analysis self-assessment shows succinctly and clearly that what needs to be clarified to organize the business/project activities and processes so that Operational Support and Analysis outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Operational Support and Analysis practitioners. Their mastery, combined with the uncommon elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Operational Support and Analysis are maximized with professional results. Your purchase includes access to the $249 value Operational Support and Analysis self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9781489145970
Category :
Languages : en
Pages :

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Book Description
How do the Operational Support and Analysis results compare with the performance of your competitors and other organizations with similar offerings? How do we measure improved Operational Support and Analysis service perception, and satisfaction? Is a fully trained team formed, supported, and committed to work on the Operational Support and Analysis improvements? What are the compelling business reasons for embarking on Operational Support and Analysis? What business benefits will Operational Support and Analysis goals deliver if achieved? This extraordinary Operational Support and Analysis self-assessment will make you the credible Operational Support and Analysis domain adviser by revealing just what you need to know to be fluent and ready for any Operational Support and Analysis challenge. How do I reduce the effort in the Operational Support and Analysis work to be done to get problems solved? How can I ensure that plans of action include every Operational Support and Analysis task and that every Operational Support and Analysis outcome is in place? How will I save time investigating strategic and tactical options and ensuring Operational Support and Analysis opportunity costs are low? How can I deliver tailored Operational Support and Analysis advise instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Operational Support and Analysis essentials are covered, from every angle: the Operational Support and Analysis self-assessment shows succinctly and clearly that what needs to be clarified to organize the business/project activities and processes so that Operational Support and Analysis outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Operational Support and Analysis practitioners. Their mastery, combined with the uncommon elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Operational Support and Analysis are maximized with professional results. Your purchase includes access details to the Operational Support and Analysis self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Author: Gerard Blokdijk
Publisher: Complete Publishing
ISBN: 9781488895814
Category : Reference
Languages : en
Pages : 142

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Book Description
The one-stop-source powering Operational Support and Analysis success, jam-packed with ready to use insights for success, loaded with all the data you need to decide how to gain and move ahead. An one-of-a-kind book, based on extensive research, this reveals the best practices of the most successful Operational Support and Analysis knowledge mavens, those who are adept at continually innovating and seeing opportunity where others do not. This is the first place to go for Operational Support and Analysis innovation, in today's knowledge-driven business environment, professionals face particular challenges as their purpose is to discover or develop new concepts, products, or processes; the pressure to perform is intense. This title is the entryway to a single source for innovation. BONUS: Included with the book come numerous real-world Operational Support and Analysis blueprints, presentations and templates ready for you to download and use. This book addresses the crucial issue of Operational Support and Analysis adoption by presenting the facts to move beyond general observation. The model underpinning this book has been used as a predictive decision tool, tracking thousands of innovations for over more than a decade. And...this all-encompassing analysis focuses on key areas of future Operational Support and Analysis growth.

Author: Gerardus Blokdyk
Publisher: Createspace Independent Publishing Platform
ISBN: 9781546835691
Category :
Languages : en
Pages : 114

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Book Description
Who is the main stakeholder, with ultimate responsibility for driving Operational Support and Analysis forward? What would be the goal or target for a Operational Support and Analysis's improvement team? How do we go about Securing Operational Support and Analysis? What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Operational Support and Analysis? What will be the consequences to the business (financial, reputation etc) if Operational Support and Analysis does not go ahead or fails to deliver the objectives? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better. This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Operational Support and Analysis assessment. Featuring 610 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Operational Support and Analysis improvements can be made. In using the questions you will be better able to: - diagnose Operational Support and Analysis projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Operational Support and Analysis and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Operational Support and Analysis Scorecard, you will develop a clear picture of which Operational Support and Analysis areas need attention. Included with your purchase of the book is the Operational Support and Analysis Self-Assessment downloadable resource, containing all 610 questions and Self-Assessment areas of this book. This helps with ease of (re-)use and enables you to import the questions in your preferred Management or Survey Tool. Access instructions can be found in the book. You are free to use the Self-Assessment contents in your presentations and materials for customers without asking us - we are here to help. This Self-Assessment has been approved by The Art of Service as part of a lifelong learning and Self-Assessment program and as a component of maintenance of certification. Optional other Self-Assessments are available. For more information, visit http://theartofservice.com

Author: Gerard Blokdijk
Publisher:
ISBN: 9781742441740
Category : Computers
Languages : en
Pages : 290

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Book Description
The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to getting to ITIL v3 OSA. This book centers on the ability of an IT organization to deliver and support IT services on a day to day basis. The focus is on effectively monitoring events, and responding to user requests, minimizing the impact of incidents, and identifying and proactively resolving underlying problems. This book covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines. It provides in-depth knowledge of the ITIL OSA areas: Change Management, Event Management, Incident Management, Request Management, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management. Operational Support and Analysis Best Practices is designed to complement the certified ITIL V3 Capability Programs for IT Service Management. This book focuses on describing the industry best practices for the Operational Support and Analysis of IT Services, including: ¢ Service Management as a Practice ¢ Service Operation Principals ¢ The Processes pertaining to Operational Support and Analysis across the Service Lifecycle ¢ Specific emphasis on the Service Operation Lifecycle processes and roles included in: ¢ Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service ¢ Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels ¢ Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products ¢ Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented ¢ Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users ¢ Operational activities of processes covered in other Lifecycle phases such as: ¢ Change Management ¢ Service Asset and Configuration Management ¢ Release and Deployment Management ¢ Capacity Management ¢ Availability Management ¢ Knowledge Management ¢ Financial Management for IT Services, and ¢ IT Service Continuity Management ¢ Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management ¢ Service Operations and Support Service Operation roles and responsibilities ¢ Technology and Implementation Considerations The information provided in this book is based on version 3 of the ITIL framework, predominantly focusing on the volume of Service Operations. Other guidance provided includes: ¢Example template for incident records/tickets. ¢Suggested criteria for implementing Operational Support and Analysis (OSA) processes. ¢Explanation of the more abstract ITIL concepts to improve understanding. ¢Review questions to assist study for the ITIL OSA exam. Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book, should do at least as well as the first edition, which is a bestseller.

Author: Emereo Pty Limited
Publisher:
ISBN: 9781921523984
Category :
Languages : en
Pages : 0

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Book Description
This book centers on the ability of an IT organization to deliver and support IT services on a day to day basis. The focus is on effectively monitoring events, and responding to user requests, minimizing the impact of incidents, and identifying and proactively resolving underlying problems. This book covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines. It provides in-depth knowledge of the ITIL OSA areas: Change Management, Event Management, Incident Management, Request Management, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management. Operational Support and Analysis Best Practices is designed to complement the certified ITIL V3 Capability Programs for IT Service Management. This book focuses on describing the industry best practices for the Operational Support and Analysis of IT Services, including: [ Service Management as a Practice [ Service Operation Principals [ The Processes pertaining to Operational Support and Analysis across the Service Lifecycle [ Specific emphasis on the Service Operation Lifecycle processes and roles included in: [ Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service [ Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels [ Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use toimprove their productivity or the quality of business services and products [ Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented [ Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users [ Operational activities of processes covered in other Lifecycle phases such as: [ Change Management [ Service Asset and Configuration Management [ Release and Deployment Management [ Capacity Management [ Availability Management [ Knowledge Management [ Financial Management for IT Services, and [ IT Service Continuity Management [ Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management [ Service Operations and Support Service Operation roles and responsibilities [ Technology and Implementation Considerations The information provided in this book is based on version 3 of the ITIL framework, predominantly focusing on the volume of Service Operations. Other guidance provided includes: [Example template for incident records/tickets. [Suggested criteria for implementing Operational Support and Analysis (OSA) processes. [Explanation of the more abstract ITIL concepts to improve understanding. [Review questions to assist study for the ITIL OSA exam.

Author: Stationery Office
Publisher:
ISBN: 9780113314300
Category :
Languages : en
Pages :

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Book Description
Updated in line with the ITIL 2011 editions and the Operational Support and Analysis (OSA) syllabus, 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

Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :

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Book Description
"The ITIL Operational Support & Analysis (OSA) course covers the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. The course focuses on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course also helps the candidates to successfully complete the associated exam offered by ITIL. The ITIL Operational Support & Analysis course builds on the principles covered as part of the ITIL Foundation course and is designed to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle framework. The course requires that the prospective candidates of this course must have the ITIL Foundation Certificate in IT Service Management or possess equivalent knowledge. In addition to this, two to four years of relevant work experience is also recommended."--Resource description page.

Author: Ivanka Menken
Publisher:
ISBN: 9781743332481
Category :
Languages : en
Pages : 388

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Book Description
The first and second edition of this book and its accompanying eLearning course are regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to getting your ITIL OSA Certificate. Who Knew ITIL Certification E-Learning This Quick and Easy Could Make You Look This Good. 'The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.' On-demand eLearning: Do not pay over $ 3,000.00 for a 5 day class room based course: you are out of touch with your work for 5 days and including the course fee, the costs are insurmountable. Take the online learning option instead and study at your own pace. Course Description: This intensive interactive course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG Intermediate Level Certificate Operational Support and Analysis. Learning Objectives: At the end of this course, the learner will gain competencies in: * Understanding Service Management as a Practice, Service Operation principles, purpose and objective * Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes * The activities, methods and functions used in each of the Operational Support and Analysis processes * The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence * How to measure Operational Support and Analysis performance * The importance of IT Security and how it supports Operational Support and Analysis * Understanding technology and implementation requirements in support of Operational Support and Analysis * The challenges, critical success factors and risks related with Operational Support and Analysis As well as preparing participants for the exam. Pre-requisites: ITIL Foundation Certificate in IT Service Management. It is highly recommended that you read the Operational Support and Analysis book prior to commencement of this program. Delivery: The program combines short presentations supported by accredited trainer audio. There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG examination. This program is an eLearning Program, your access details to the eLearning course are in the book. Program Materials: * Access to presentation with trainer audio * The Art of Service Operational Support and Analysis Book * Exercises + Answers (where applicable) * Mock Exam questions Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book, which leads to ITIL OSA and paves the way to ITIL Expert Certification, should do at least as well as the first and second editions, which are bestsellers.