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Service Level Agreements

2012 Dates: 25 June - 26 June, 10 September - 11 September
Venue: Rosebank, Johannesburg
Contact: This email address is being protected from spambots. You need JavaScript enabled to view it.

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Benefits:  

1. Develop a clear strategy for processing, mapping and documenting your service levels
2. Acquire techniques for setting achievable objectives
3. Master winning negotiations techniques to secure favourable outcomes
4. Obtain critical tools for managing your SLA's
5. Implement techniques for managing the performance of your SLA's
6. Align the maintenance of your service levels to your organisations business objectives
7. Evaluate the vital considerations involved in Information Technology SLA's

Outcomes:

1. Understand what to include in a SLA and learn how to develop it
2. Draw up SLA’s for outsourced relationships
3. Set strict guidelines and deadlines to meet your agreement goals
4. Learn how to deal with a party's failure to perform within the realms of the agreement
5. Introduce SLA’s incentives and rewards

Take Home a CD Containing:
• SLA’s Template
• Measurement Toolkit
• Terms and Jargon of SLA’s