SERVICE LEVEL AGREEMENTS FOR E-BUSINESS Strategies For Service Providers & E-Business Professionals: A One-Day Workshop OBJECTIVES This workshop will provide an understanding of the issues surrounding e-business SLAs and receive guidance and examples to help them write effective SLAs for e-business. |
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Why you should attend How does the user know whether he is getting an adequate service ? let alone value for money ? from his or her Internet service suppliers? Formal Service Level Agreements (SLAs) between the customer and the provider of a Service are one of the keystones of today's IT and Telecommunications management. They are as appropriate to an in?house computing, communications, development and support activities as they are to a commercial or facilities management operation. And they are even more important in the dynamic, risky and challenging e-business world, where a supplier's failure can mean severe loss - or even bankruptcy - for their customers. What are the pitfalls ? and how can they be avoided? Who should attend IT Managers, Computing Centre Managers, Communications Managers, Network
Managers, User Support Managers, Operations Managers, Hi-Tech Service
Vendors, Salespeople and Service Managers, MIS Managers, Information Centre
Managers, Business Consultants, User Support Staff, Technical Support
Staff Help Desk and Service Desk Managers and personnel, Business Managers,
Finance Directors and all Users and Customers of Internet services wishing
to optimise the value of the services they receive from their service
provider. |
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How you and you rorganisation will benefit The e-world is a dangerous place, with instant visibility of failure,
multiple interdependencies, obscure supply chains and many suppliers perched
precariously on the edge of solvency. This workshop helps you to avoid
traps in e-services and write effective e-SLAs. |
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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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