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    • ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA)
    ITIL ® Operational Support & Analysis
    ITIL® 2011 Edition OSA: Technology and Implementation Considerations
    ITIL® 2011 Edition OSA: Introduction to Functions
    ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing
    ITIL® 2011 Edition OSA: Introduction to the Service Desk
    ITIL® 2011 Edition OSA: Introduction to Access Management
    ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges
    ITIL® 2011 Edition OSA: Introduction to Problem Management
    ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges
    ITIL® 2011 Edition OSA: Introduction to Request Fulfillment
    ITIL® 2011 Edition OSA: Incident Management Interactions
    ITIL® 2011 Edition OSA: Introduction to Incident Management
    ITIL® 2011 Edition OSA: Introduction to Event Management
    ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis

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