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1. Transition Services: Procedures for service transition if replacing existing problem management provider

2. Integration Requirements: Requirements for integration with other IT service management processes when relevant

3. Business Continuity: Specific provisions for ensuring problem management services during disasters or major incidents

4. Security Requirements: Additional security measures for handling sensitive problems or data

5. Third-Party Management: Procedures for managing problems involving third-party vendors or services

6. Training and Knowledge Transfer: Requirements for staff training and knowledge management

7. Continuous Improvement: Processes for ongoing service improvement and innovation

1. Schedule 1: Service Level Targets: Detailed breakdown of all service level targets and measurement criteria

2. Schedule 2: Problem Categories and Priority Levels: Detailed classification system for problems and corresponding response requirements

3. Schedule 3: Pricing and Commercial Terms: Detailed pricing structure, including any variable charges and penalties

4. Schedule 4: Escalation Matrix: Contact details and escalation hierarchy for both parties

5. Schedule 5: Technical Requirements: Specific technical requirements for problem management tools and systems

6. Appendix A: Problem Management Procedures: Detailed operational procedures for problem management

7. Appendix B: Reporting ������Ƶ: Standard templates for various reports required under the agreement

8. Appendix C: Service Credits Calculation: Detailed methodology for calculating service credits or penalties