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Service 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. 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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