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Friday, October 24, 2014 
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Operations Management

A Pinnacle Whitepaper submitted by PAETEC Communications

Contact
Jeffrey A. Thrall
Solutions Consultant
PAETEC Software Corp
312.924.9319 Office
773.272.6814 Mobile
585.770.2478 Fax
jeff.thrall@paetec.com
www.pinnsoft.com



Abstract
This document will provide a foundation for organizations to understand and prepare for implementing best practice processes associated with the management, delivery, and support of communication and technology ser­vices. Operations Management encompasses the suite of processes that focus on sustaining business continuity and ensuring sufficient availabil­ity and appropriate capacity of all hardware, software, and personnel re­sources. Operations Management is an integral facet of the internationally accepted best practice framework defined by the Information Technology Infrastructure Library (ITIL) and the International Organization for Stan­dardization International Electro technical Commission (ISO/IEC 20000). This document outlines lessons learned to help organizations implement an effective and appropriate Operations Management program.

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