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Developing Effective Service Level Agreements

Workshop

Business Beam (Pvt.) Ltd, Islamabad
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Program Information:


Start Date: Dec 22, 2009
Last Date of Registration: Dec 15, 2009
Normal Track Duration: N/A
Fast Track Duration: 10 Days
Venue: Hotel Best Western, Islamabad
Fast Track Timing:
Tuesday
09:30 AM - 05:30 PM
13,000 PKR
Program Fee:
Net Amount: 11,700 PKR COURSEGURU Discount: 1,300 PKR  
Actual Fee
Trainer Profile

Ikram Ahmed Khan is a Distinguished Corporate Advisor, Managing Director, Lead Consultant and Lead Instructor in various domains including software process improvement (CMMI), information security (ISO 27001 ISMS and COBIT), IT service management (ITIL and ISO 20000 ITSMS), quality management (ISO 9001 QMS and Six Sigma), and business continuity management (BS 25999 BCMS).Ikram has done M.S. in Computer Science (Software Systems) from Lahore University of Management Sciences (LUMS), Lahore, and B.E. in Computer Systems Engineering from NED University of Engineering and Technology, Karachi. He has also done several management courses from Institute of Business Administration (IBA), Karachi. He has more than ten years of rich, cross-functional and diversified industry experience.Ikram is PSEB's (Pakistan Software Export Board) recognized and approved CMMI Lead Consultant. He is also: Candidate for SEI Authorized Introduction to CMMI' Instructor,Candidate for SEI CMMI SCAMPI Lead Appraiser, ITIL Service Manager, PMI Certified Project Management Professional (PMP), ASQ Certified Software Quality Engineer (CSQE), IRCA Certified ISO 27001:2005 Information Security Management System Lead Auditor, IRCA Certified ISO 9001:2000 Quality Management System Lead Auditor,itSMF Certified ISO 20000:2005 IT Service Management System Consultant,Six Sigma Black Belt, and COPC Registered Coordinator.Ikram has advised several organizations from various industry sectors including software development, IT enabled services, telecommunication, banking & finance, and logistics. His clients have ranked him "Excellent" in technical knowledge, capability to deliver, helpfulness and overall value delivered. As project manager, he has successfully managed multi-million dollars IT projects for premier local and international organizations.As one of the leading corporate instructors in Pakistan, Ikram has delivered several training courses and workshops for various organizations including State Bank of Pakistan, PSEB, and PASHA. More than 2,000 executives and professionals from 130+ organizations have benefited from his sessions. From last five years, he has also been associated with various graduate schools as Adjunct Faculty Member.Ikram is Member of IEEE and IEEE Computer Society USA, Project Management Institute (PMI) USA, American Society for Quality (ASQ) USA, The Business Continuity Institute (BCI) International, Pakistan Engineering Council (PEC) and The Indus Entrepreneurs (TIE) Karachi Chapter. He is also Founder Member & Vice President of Ponder Alliance, and Founder Member & President of Karachi SPIN.

Program Detail:


Introduction


Service Level Agreements are the heart of a client-focused service. Facilities Managers need to be able to evaluate customer requirements, working within them to develop SLA’s, and then monitor staff and contractors to ensure that the required service levels are achieved.

An essential part of ITIL Service Management framework, and effective SLA will ensure both users and the IT organization understand what services are available and how they are to be delivered, enabling effective delivery and consumption of IT services.

This course will help participants identify the salient features of an SLA, perform effective planning and negotiations for building the SLA, structure and write a SLA document, implementing the SLA and using it as a tool for positive change within the organization.


Contents

Background and definitions:

  • Service level agreements, service specifications and contracts
  • Why we need service level agreements
  • The key parties to a service level agreemen

Planning the project:

  • Achieving buy-in from the key parties
  • Reviewing existing service provision
  • Identifying client/user needs
  • Being realistic about resources
  • Developing the program



Structuring the SLA:

  • Service groupings - the options
  • Audience and medium
  • Organizing the information



Writing the SLA:

  • Service requirements
  • What we aim to achieve
  • The key headings

Performance measurement and benchmarking:

  • Performance objectives
  • Measures and comparables
  • Demonstrating value for money

Launching the SLA:

  • Strategies for getting started

A catalyst for change:

  • Using the SLA service to change and improve

Benefits

Participants will be able to:

  • How to evaluate customer requirements in order to develop SLA’s
  • How to structure and write service level agreements
  • The differences between service level agreements, specifications and contracts
  • The key parties to a service level agreement
  • How to achieve buy-in from the key parties
  • Performance objectives, measures and comparables
  • How to use SLA’s to monitor staff and contractors to ensure service levels are achieved
  • How to use SLA’s to change and improve

Materials Provided

  • Course reference manual containing copy of course slides, support documents, exercises, and their solutions
  • CD containing relevant course material
  • Course Certificate

 

Please Note:

The training schedule is tentative, and can be changed without any prior notice. Business Beam also reserves the right to change the training cost, venue, trainer or training outline of the programs at its sole discretion.