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Service Level Agreements: Course 2 A 2 day Interactive workshop Overview This informative and enlightening 2 day workshop provides an excellent grounding in principles and practice of SLAs. It contains real life case studies and examples and contains models and templates to take away and use. Objectives By the end of the workshop, delegates will understand key issues in developing SLAs and associated measurement metrics and be in a position to design SLAs for their own organisations.
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Why you should attend With such dependency on internal and external service suppliers it is
vital that there is no mistake about what is expected of suppliers - and
what customers' responsibilities are. With the trend to outsourcing, effective
specifications are crucial, describing what the service comprises and
what service quality is needed. Mistakes may be expensive for both customer
and supplier, compromising mission achievement and threatening profitability.
Getting it right can lead to lasting and mutually profitable customer-supplier
relationships that deliver real competitive edge. Who Should Attend The course will benefit all professionals negotiating Service Level Agreements and managing relationships with external suppliers.
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How you and you organisation will benefit. A SLA can be a highly effective way to manage and control the relationship between a service provider and a customer, both internally and externally.If properly designed it can manage the expectations of both parties, set out the parameters of responsibility and define quality inbdicators. However if SLA's are implemented in isolation without a realistic understanding of the business requirement and the service level being offered the result can be damaging. This course gives a detailed overview of how to develop and implement a SLA - what to include and what to avoid! It will highlight the benefits and pitfalls of SLA's, and alternative approaches, using case studies as illustrations.
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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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