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1. Change Management: Include when the service desk handles change requests and configuration management

2. Problem Management: Include when root cause analysis and problem prevention are part of the service

3. Knowledge Management: Include when the service includes maintaining a knowledge base

4. VIP Support Services: Include when providing differentiated service levels for executive or priority users

5. Business Continuity: Include when specific disaster recovery or continuity measures are required

6. Training and Knowledge Transfer: Include when the provider offers training services or knowledge transfer to client staff

7. Third-Party Vendor Management: Include when the service desk coordinates with third-party vendors

8. Asset Management: Include when the service desk handles IT asset tracking and management

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies

2. Schedule 2 - Pricing and Commercial Terms: Detailed pricing structure, including any variable charges and performance penalties

3. Schedule 3 - Technical Requirements: Technical specifications for systems, tools, and infrastructure

4. Schedule 4 - Operational Procedures: Detailed procedures for incident management, escalation, and routine operations

5. Schedule 5 - Contact Matrix: Key contacts and escalation paths for both parties

6. Schedule 6 - Report Templates: Standard formats for performance reports and service reviews

7. Appendix A - Service Request Catalog: List of standard service requests and their fulfillment targets

8. Appendix B - RACI Matrix: Detailed responsibility assignment matrix for all service activities