CERTIFIED SERVICE LEVEL MANAGER
For Users and Providers of IT Services
Become a Certified Service Level Manager and gain an in-depth understanding of:
Module 1 Service Level Agreements
Module 2: Service & Contract Management
Who should attend?
Module 1 One
Developing and Implementing Effective Service Level Agreements for Users and Providers of IT Services
How does an IT user know whether he is getting an adequate service – let alone value for money - from his or her IT service suppliers? Formal Service Level Agreements (SLAs) between the user and the provider of the computing service are one of the keystones of today’s IT and Telecommunications management. They are as appropriate to in-house computing, communications, development and support activities as they are to commercial or facilities management operations. By embracing the business case of the user, SLAs can help to justify the company's overall computing requirements, ease capacity planning, justify resource and establish the case for security and disaster recovery planning. What are the pitfalls - and how can they be avoided?
Introduction And Course Objectives
Service Level Agreements
Implementing SLAs: The SLA Project
Delegate Exercise # 1
Delegates will receive a scenario of a service provider and its customers. In syndicates, they will review the service issues involved and identify action plans to create the basis for a successful SLA project.
Measuring The Service: What, Where And How To Measure
Delegate Exercise # 2
Using the results of Delegate Exercise #1, syndicates will identify the service products, boundaries and limits for a Service Level Agreement. They will briefly present their findings to other syndicates and compare notes.
Managing SLAs
Delegate Exercise # 3
Delegates will identify key performance indicators (KPIs), measurement parameters and methods and apply Service Levels and Service Measurement metrics to the SLA project they have developed in Exercises #1 and #2. They will present their findings and compare them with other syndicates.
Creating A Service Level Agreement
Format And Structure Of The SLA
Delegate Exercise #4
Building on the previous exercises, delegates will develop a structure and outline format for the SLA document. Delegates will discuss their formats and compare them to a model SLA for the same exercise
The Balanced Scorecard And IT Business Performance Measurement
Case Study
An Overview Of The Regional Practices On SLA
SLA Surgery
Delegates may raise their own issues for discussion and advice.
Module Round-up
Module Two
IT Contract Management And IT Contract Law; Certified Service Manager Examination
An intensive, interactive workshop for managers who need to negotiate contracts, terms and discounts with outside suppliers of IT and Communications (IT&C) goods and services or manage contractor performance. Sessions cover contract law, including e-commerce contracts. The workshop also deals with the management of IT contracts and will include managing contract performance and will include IT&C examples throughout.
Introduction And Seminar Objectives
National Law: The Legal Background; Standards; Contracts
Why, What And How
E-Contracts
Contracts For IT Goods And Services
Tendering, Response And Supplier Evaluation
Negotiating Better Terms
Managing Contract Performance
Participants’ Round Table
Open discussion of Service Level issues.
Examination (1 hour)
Personal Review:
Each participant will have the opportunity of a brief review of their examination with the examiner. This may take place after lunch, depending on take-up.
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Books by Kingswell Consultants Books on Service Management Hiles, A. N. The Complete Guide to IT Service Level Agreements, Matching Service Quality to Business Needs.. ISBN 0-9641648-2-5 published by Rothstein Associates Inc. The standard work on IT Service Level Agreements. Hiles, A. N. E-Business Service Level Agreements: Strategies for ISPs, ASPs, *SPs and CLECS. Published by Rothstein Associates Inc. The first book to deal specifically with e-commerce Service Level Agreements. Hiles, A. N. Service Level Agreements, Winning a Competitive Edge for Supply and Support Services. ISBN 0-9641648-4-1published by Rothstein Associates Inc. This book applies Service Level Agreements to services other than IT. Real case studies and example SLAs are provided ranging from Human Resources, Logistics, through Training, Livestock Handling, Logistics and Field Service Engineering. Hiles A.N. and Gunn, Dr. Y. Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers. Published by Rothstein Associates Inc. ISBN 0-9641648-6-8 This book has the support of the Help Desk Institute www.helpdeskinst.com Books on Business Continuity Hiles A.N. Business Continuity Management: Best Practice. Published by Rothstein Associates Inc. ISBN 0-9641648-3-3. This book explicitly covers all the ten areas of business continuity competence required for membership of the Disaster Recovery Institute International (DRII) and the Business Continuity Institute (BCI). Hiles A.N. Enterprise Risk Assessment & Business Impact Analysis – Best Practices ISBN 1-931332-12-6 Published by Rothstein Associates Inc. Covers many techniques and methods of risk and impact assessment with detailed examples and checklists. e-Publication. Kingswell books on Business Continuity, Service Level Agreements and Help Desk Management will shortly be available by page download in conjunction with Rothstein Associates Inc and Books24x7.com. New and updated books. Existing books Business Continuity Management – Best Practice and IT Service Level Agreements have been extensively updated. See our products page or visit www.rothstein.com . All the above books can be obtained from: Rothstein Associates Inc. e-mail pjr@rothstein.com Telephone: USA: 1-888-ROTHSTEIN Hiles A.N. Guide to Risk Management. Published by the Institute of Chartered Accountants of England and Wales. Hiles A.N. and Barnes, P. (Editor and main contributor) The Definitive Handbook of Business Continuity Management, John Wiley & Sons, 1999, ISBN 0 471 98622 4. Hiles, A.N. (contributor), Croner’s Purchasing and Supply Guide to I.T., 1994, ISBN 1 85524 271 0 Hiles, A.N. (contributor), Guide to Business Continuity Management, 1999, for the Confederation of British Industry by Caspian Publishing Hiles A.N. (contributor) Business Continuity Management, 2000, Institute of Directors / Department of Trade & Industry.
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