SERVICE LEVEL AGREEMENTS FOR SHARED SERVICES, SUPPLY & SUPPORT SERVICES
HOW TO MANAGE EXPECTATIONS AND DELIVER SERVICE EXCELLENCE.
A 2-day interactive workshop.
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Overview Service Level Agreements are commonplace in IT. Now they are increasingly being applied to all support services to ensure that service quality is aligned with business needs and provide good value for many. Both private and sector services are creating new, dynamic, responsive Shared Services out of their previous administrative and support services - and SLAs are they key. It contains real life case studies and examples and contains models and templates to take away and use. Objectives By the end of this workshop, participants will:
Why you should attend SLAs are increasingly seen as best management practice in managing both internal and external suppliers to create a harmonious customer-supplier relationships and to align service delivery to mission achievement. This workshop shows you how. Who should attend External and internal customers and suppliers of support services, especially those with no formal training in buying and negotiating for support services. Buyers, Contract Managers, Vendors, Sales personnel consultants and all those interested in creating and maintaining effective customer-supplier relationships and in developing SLAs, especially those new to the subject.
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How you and your organisation will benefit
How does the user know whether he is getting an adequate service - let alone value for money - from Their service provider? Formal Service Level Agreements (SLAs) between the customer and the provider of a service are one of the keystones of management. They protect both customer and supplier. They are as appropriate to an in-house services as they are to a commercial service. By embracing the business case of the customer, SLAs can help to justify investment, ease capacity and resource planning, justify resource, and establish appropriate value and quality. What are the pitfalls - and how can they be avoided? This programme is particularly suitable for those wishing to develop SLAs for any support service.
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Programme
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Workshop Leader
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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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