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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 also gives practical guidance based on real life. Exam candidates no longer have to rely just on their memory and revision, but are able to draw on their understanding of the material and thereby significantly increase their chance of success in both the examination and the adoption of the principles in their professional life. An ITIL(r) Licensed Product.