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Wednesday, May 27, 2015 
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Service Management

A Pinnacle Whitepaper submitted by PAETEC Communications

Jeffrey A. Thrall
Solutions Consultant
PAETEC Software Corp
312.924.9319 Office
773.272.6814 Mobile
585.770.2478 Fax

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. Service Management encompasses the suite of processes that focus on production operations management. Maintaining a centralized Change Management Database (CMDB) is fundamental to implementing a Service Management program. Service Management is an integral facet of the in­ternationally accepted best practice processes 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 Service Management program.


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