Operational Support and Analysis ITIL V3 Intermediate Capability Handbook (Pack of 10 Copies) PDF Download
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Author: Stationery Office Publisher: ISBN: 9780113312092 Category : Languages : en Pages : 140
Book Description
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
Author: Stationery Office Publisher: ISBN: 9780113312092 Category : Languages : en Pages : 140
Book Description
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
Author: Stationery Office Publisher: ISBN: 9780113314300 Category : Languages : en Pages :
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: Stationery Office Publisher: ISBN: 9780113312085 Category : Information technology Languages : en Pages : 0
Book Description
This ITIL V3 publication, 'Passing Your ITIL IntermediateExams - Study Aid from the Official Publisher of ITIL',endorsed by the official ITIL Accreditor, is suitable forcandidates taking both the ITIL Service Lifecycle Examsand the Capability Exams. The publication providesdetails on the ITIL V3 qualification scheme fromfoundation ......
Author: Alison Cartlidge Publisher: The Stationery Office ISBN: 9780113312702 Category : Business & Economics Languages : en Pages : 148
Book Description
This guide provides a quick reference to the processes covered by the ITIL V3 SOA syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for SOA, and as a handy portable reference source for practitioners who work with these processes.
Author: AXELOS Publisher: ISBN: 9780113314508 Category : Languages : en Pages :
Book Description
This guide provides a quick reference to the processes covered by the ITIL V3 SOA syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for SOA, and as a handy portable reference source for practitioners who work with these processes.
Author: George Kinnear Publisher: The Stationery Office ISBN: 9780113312726 Category : Business & Economics Languages : en Pages : 166
Book Description
This guide provides a quick reference to the processes covered by the ITIL V3 PPO syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for PPO, and as a handy portable reference source for practitioners who work with these processes.
Author: Duncan Anderson Publisher: ISBN: 9780113314348 Category : Languages : en Pages :
Book Description
Updated in line with the ITIL 2011 editions and the Release, Control and Validation (RCV) syllabus, this quick-reference guide is a useful study aid for the RCV 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: Gerard Blokdijk Publisher: ISBN: 9781742441740 Category : Computers Languages : en Pages : 290
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: Stationery Office
Author: Stationery Office
Author: Stationery Office
Author: Stationery Office
Author: Alison Cartlidge
Author: Stationery Office (Great Britain)
Author: AXELOS
Author: George Kinnear
Author: Ivanka;Malone Menken (Tim;Blokdijk, Gerard)
Author: Duncan Anderson
Author: Gerard Blokdijk