Service Request Management. The Service Request management team will work with the MSI to define, train the steady state team and implement the Service Request process. The new process will improve the cycle time of addressing Service Requests and keep the work volumes at a manageable level to be handled by the steady state staff. The Service Provider’s Service Request backlog team will categorize the open requests and then work with the MSI and DIR Customers to prioritize the requests. The Service Provider will then staff a team based on the categorization and prioritization and create a detailed plan to address the backlog by Commencement + one and a half (1.5) months. The mix of skills on the team will change based on the requests to be resolved. The team will bring the backlog of Service Requests to zero (0) within twelve (12) months after Commencement. During optimization, additional improvements will be identified and implemented to ensure the Service Request work volume remains at a manageable level. At Commencement the Service Provider Transition Team will provide the MSI the information required to update all Disaster Recovery Plans (for both DIR Customers and the Consolidated Data Centers) to reflect correct contact information and activation, notification and declaration processes and procedures resulting from Transition. The Service Provider Transition Team and MSI shall work with DIR Customers to complete a gap analysis of the Disaster Recovery Plans and technical recovery guides compared to the requested recovery time objective and selected service tier from the Services Tier Matrix, as specified in Exhibit 16. Within six (6) months after the Commencement Date, the MSI, with the support of the Service Component Providers, will (i) for all previously tested Applications, update the Disaster Recovery Plans and technical recovery guides to reflect all changes implemented during Transition, (ii) complete the gap analysis, document the gaps, and present to the DIR Customers all gaps with proposed options to remediate, and (iii) provide DIR a schedule for creating new or updating existing Technical Recovery Guides for all Applications. The Service Provider IT Service Continuity Management team will utilize the Service Provider Transition discovery team to gather information as part of the Service Provider’s knowledge transfer process. The Service Provider will gather service continuity information for each Application in order to understand the environment including problem areas. The MSI will work with the DIR Customers to verify each solution meets the business objectives for that Application, create a gap analysis and review the gap analysis with the DIR Customers. The Service Provider will then identify a remediation for each gap. The MSI will work with the DIR Customers and DIR to prioritize the remediation. The Service Provider and the MSI will create a remediation plan for DIR’s approval. The Service Provider steady state team will implement the plan. The updated TRGs for Applications that have previously been included in DR tests will be complete by six (6) months after Commencement. Additional D0 and D1 servers that have not been previously tested will have TRGs complete within twelve (12) months after Commencement. The TRGs for the remaining Applications will be included in the DR Plan and addressed by the Steady State team within twenty-four (24) months after Commencement.
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