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Operational Support and Analysis
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. 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® licensed product.
Operational Support and Analysis
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.
IT Service Management
ITIL(R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL to Foundation Exam candidates and offers a practical understanding of IT service management. The new edition is fully updated and contains several additional processes. An ITIL(R) licensed product.
IT Service Management
ITIL(R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL both to Foundation Exam candidates and to people who require a practical understanding of IT sevice management. An ITIL(R) Licensed Product.
Service Level Manager
The role of service level manager is a critical one in that the agreements negotiated with customers should inform the activities of the service provider. This book aims to help those whose role is to establish, negotiate, manage or update service level agreements and to use these as the basis of continual service improvement. It covers areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.
