Course Overview

Developing And Implementing Effective Service Level Agreements For Users And Providers Of IT Services

Introduction
Implementing SLAs: The SLA Project

Exercise
You will receive a scenario of a service provider and its customers. In syndicates, you will put into practice the topics presented.

Measuring The Service: What, Where And How To Measure

Exercise
Using the results of earlier exercises, syndicates will identify the service products, boundaries and limits of an SLA. You will briefly present your findings to other syndicates and compare notes.

Managing SLAs

Exercise
You will identify Key Performance Indicators (KPIs), measurement parameters and methods and apply Service Level and Service Measurement metrics to the SLA project you have developed in Exercises 1 and 2. You will present your findings and compare them with other syndicates.

Creating An SLA
Format And Structure Of The SLA

Exercise
Building on the previous exercises, you will develop a structure and outline a format for the SLA document. You will discuss your formats and compare them to a model SLA.

An Overview Of The Regional Practices On SLA
SLA Surgery

Effective Negotiation And Management Of IT Contracts

The Legal Background – Standards And Contracts
Why, What And How?
Tendering, Response And Supplier Evaluation
Case Study: The Supplier Perspective
Practical Assessment Exercises
Tactics And Behaviour In Negotiation
Managing Supplier Performance
How Suppliers Charge