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. Exam candidates no longer have to rely just on their memory and revision, but can draw on their understanding of the material and thereby significantly increase their chances of success in both the examination and the adoption of the principles in their professional life. 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 for his clients around the world. An ITIL® licensed product. Review: "John has created an excellent aid to preparation for those seeking success in the examination together with a superb reference manual, to complement the existing ITIL guidance, for those already practising 'in the field'." Phil 'Monty' Montanaro, Service Management SME, HP

Operational Support and Analysis: A Guide for ITIL Exam Candidates - Second Edition

Business & Money

Sansbury, John

Management & Leadership

BCS, The Chartered Institute for IT

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.

Service Level Manager: Careers in IT service management (BCS Guides to IT Roles)

Job Hunting & Careers

Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides you with a comprehensive, practical introduction to IT service management. Building on their collective, extensive service management experience, the authors of this book walk you through essential concepts including the service lifecycle, processes, functions and roles and illustrate these with real-life examples. With this book you'll quickly gain understanding of the basic principles, terminology and benefits of service management.-- 'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition)-- 'This is absolutely a valuable source of information.' Erkan Karagulmez, SAP Consultant, CGI Belgium (review of previous edition)

IT Service Management: Support for your ITSM Foundation exam

Brewster, Ernest

Lawes, Aidan

Griffiths, Richard

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Books by Sansbury, John