This guide, 'Operational Support and Analysis ITIL V3 Intermediate Capability Handbook', 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.

• Authored and quality assured by itSMF UK
• Endorsed by the APM Group
• Follows the ITIL Intermediate Capability Operational Support and Analysis Syllabus.

Covers the following processes and functions and how they contribute to the Lifecycle:

• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• Service Desk
• Technical Management
• IT Operations Management
• Applications Management.