SERVICE LEVEL AGREEMENTS: Course 1
HOW TO MANAGE EXPECTATIONS AND DELIVER SERVICE EXCELLENCE.
A 2-day interactive workshop.
How does the 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 an in-house computing, communications, development and support activities as they are to a commercial or facilities management operation. 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?
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.
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 and all Users and Customers of IT and telecommunications services wishing to optimise the value of the services they receive from their service provider.
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How you and your organisation will benefit Participants will:
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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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