itSMF UK 
Operational Support and Analysis ITIL Intermediate Capability Handbook [PDF ebook] 

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. Key features: Authored and quality assured by it SMF UKEndorsed 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.