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.

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.

Includes:

• Example template for incident records/tickets. • Suggested criteria for implementing Operational Support & Analysis (OSA) processes. • Explanation of the more abstract ITIL concepts to improve understanding. • Review questions to assist study for the ITIL OSA exam.