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    Operational Support and Analysis  2nd edition
    John Sansbury
    • 9781780171968 Paperback
      UK Price: £29.99 £22.49 EU Price: €38.99 £29.24 ROW (USD) Price: $46.99 $35.24 
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    This user-friendly book aims to assist candidates pass the ITIL® OSA Intermediate examination. It references material from the core ITIL texts and gives practical guidance. This new edition includes the latest ITIL guidance as well as additional insights from the author's own experience of developing effective solutions. An ITIL® licensed product.
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    Service Offerings and Agreements  2nd edition
    Richard Griffiths
    • 9781780171920 Paperback
      UK Price: £29.99 £22.49 EU Price: €38.99 £29.24 ROW (USD) Price: $46.99 $35.24 
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    By implementing good practice in service offerings and agreements, IT departments can achieve customer satisfaction. Providing clarification and expansion of the core ITIL® texts, this new edition reflects the current thinking from ITIL and is aligned to the latest syllabus for the Intermediate Certificate in Service Offerings and Agreements.
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    Business Relationship Manager 
    Ernest Brewster
    • 9781780172507 Paperback
      UK Price: £19.99 £14.99 EU Price: €25.99 £19.49 ROW (USD) Price: $31.99 $23.99 
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    Business relationship management (BRM) is crucial for building and maintaining strong relationships between a service provider and customer. This highly accessible introduction to the role of a BRM manager gives practical guidance to those new to the role or interested in getting a better understanding of what it entails.
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    Security Architect 
    Jon Collins
    • 9781780172200 Paperback
      UK Price: £19.99 £14.99 EU Price: €25.99 £19.49 ROW (USD) Price: $31.99 $23.99 
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    Security architects are responsible for maintaining the security of an organisation's computer systems as well as designing, developing and reviewing security architectures that fit business requirements, mitigate risk and conform to security policies. This book gives practical career guidance to those who are interested in the role.
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    Problem Manager 
    Colin Rudd
    • 9781780172378 Paperback
      UK Price: £19.99 £14.99 EU Price: €25.99 £19.49 ROW (USD) Price: $31.99 $23.99 
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    Problem management is about finding permanent solutions to technical problems and recurring incidents in a business's IT infrastructure. This book describes the problem manager role in depth including purpose, required skills and career progression. It also covers relevant tools, standards and frameworks.
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    Service Desk and Incident Manager 
    Peter Wheatcroft
    • 9781780172330 Paperback
      UK Price: £19.99 £14.99 EU Price: €25.99 £19.49 ROW (USD) Price: $31.99 $23.99 
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    The role of a service desk and incident manager is to ensure that incidents are dealt with effectively and normal service is restored as quickly as possible. Responsibilities include developing, implementing, monitoring and improving processes and procedures. This essential guide covers areas such as purpose, required skills and career progression.
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    Information Security Auditor 
    Wendy Goucher
    • 9781780172163 Paperback
      UK Price: £19.99 £14.99 EU Price: €25.99 £19.49 ROW (USD) Price: $31.99 $23.99 
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    The role of an information security (or assurance) auditor is vital for identifying security gaps in an organisation's information systems. This practical book gives an excellent introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks.