Escalation Matrix

For Customer	For Supplier
IT Operations Manager	Service Operations Manager
Head IT Service Management	Relationship Manager

SOW Change Management

Change requests can be triggered due to significant changes in usage patterns, addition/removal of functionality, increase in user base resulting in a larger number of tickets, etc. These changes to the SOW are affected through an addendum and or part of the quarterly renewal.

Various scenarios which could impact the change

• Increase in user base resulting in increased ticket volume which cannot be handled by the current team

• New applications which could need different skills and/or projected ticket volume or support hour needs additional team members

• New use cases / Dashboards

• Change in the support window