Problem Management Backlog Sample Clauses

Problem Management Backlog. Service Provider will establish a process to address the Problem Management backlog. This process will be executed in three phases described below:  Analysis and Planning: MSI will gather and analyze open Problem Management tickets. The analysis and subsequent interactions with DIR and DIR Customers will result in a validated list of open Problem tickets that need to be resolved. Service Provider will review this list with the SCPs. The phase will occur from Commencement - two (2) months through Commencement + one (1) month.  Initial Backlog Reduction: After the analysis is complete, the SCP will begin working through the Problem ticket backlog, in the Incumbent Service Provider’s ITSM. At Commencement + two (1) month, the MSI Problem Management team and the SCP steady state teams will evaluate if the remaining tickets should stay in the previous Incumbent Service Provider’s ITSM or be rekeyed by MSI into the new Service Provider’s ITSM environment.
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Related to Problem Management Backlog

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