70% of data center outages are directly attributable tohuman error according to the Uptime Institute’s analysis of their “abnormal incident” reporting (AIR) database1. This figure highlights the critical importance of having an effective operations and maintenance (O&M) program. This paper describes unique management principles and provides a comprehensive, high-level overview of the necessary program elements for operating a mission critical facility efficiently and reliably throughout its life cycle. Practical management tips and advice are also given.