Service Level Agreement & IT Contracts

Service Level Agreement & IT Contracts

INTRODUCTION

A formal SLA between the user and the provider of the computing service is one of the keystones of today’s IT and telecommunications management. SLAs are as appropriate to in-house computing, communications, development and support activities as they are to commercial or facilities management operations. By embracing the business case of the user, SLAs can help to justify the company’s overall computing requirements, ease capacity planning, justify resources and establish the case for security and disaster recovery planning.

WHO SHOULD ATTEND?

This course is designed for IT managers, all users and customers of IT and telecommunications services wishing to optimize the value of services they receive from their service provider, Hi-tech Service Vendors, ISPs, ASPs, ISVs, NSPs, Software Vendors, Hardware Vendors, Application Integrators and IT Managers new to the purchasing and negotiation of IT services. It will also be beneficial for purchasing, sales/marketing managers, supervisors and staff taking up such appointments for the first time and those who have had little formal training in purchasing and negotiation and wish to consolidate their experience.

COURSE OUTLINE

• Implementing SLAs: The SLA project
• Measuring the service: what, where and how to measure
• Managing SLAs
• Creating an SLA Format and structure of the SLA
• Effective negotiation and management of IT contracts
• Tendering response and supplier evaluation
• Tactics and behavior in negotiation
• Managing supplier performance How suppliers charge