This user-friendly book aims to assist candidates pass the ITIL(R) 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(R) licensed product.