Operational Support and Analysis ITIL Intermediate Capability Handbook

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.

Authored and quality assured by itSMF UK.

Endorsed by the APM Group.

Follows the ITIL Intermediate Capability Operational Support and Analysis Syllabus.