Service Level Agreements & IT Contracts

Transcription

1 OFFER 32 FOR Save up to $1000 by booking early! Service Level Agreements & IT Contracts Attend The Course And Receive SLA Templates, Examples And Checklists For Tendering And Procurement Processes On This Course, You Will: 1. Understand the strategic value of Service Level Agreements (SLAs) and their role in the internal and external supply chain Led by Fred van Leeuwen 2. Learn how to implement an SLA project and explore the Key Performance Indicators (KPIs) required in service measurement 3. Design an SLA format for immediate use in your organisation and discover how to ensure vendors supply services which match your needs 4. Understand the essential legal background for IT contracts and essential terms and conditions 5. Discover advanced techniques to evaluate tenders and how to get the best deal from your suppliers 5 8 November 2018* Conrad Hotel, Dubai, UAE

2 Meet Your Expert Course Leader Informa s training programmes and solutions are delivered by renowned industry experts and thought leaders with extensive practical experience. Our courses are stimulating, comprehensive and well structured, allowing delegates to enhance their professional development and capability. We are a leading training provider in the Middle East, with a portfolio of subject matter across the following sectors: Audit, Risk & Governance Business Operations Engineering, Operations & Maintenance Finance Healthcare Human Resources IT Leadership & Management Marketing, Sales & Communications Oil & Gas Procurement & Supply Professional Development Project Management Real Estate Strategy Management Telecoms Course Requirements And Certificates Delegates must meet two criteria to be eligible for an Informa Certificate of Completion for a course: 1. Satisfactory attendance Delegates must attend all sessions of the course. Delegates who miss more than 2 hours of the course sessions will not be eligible to sit the course assessment 2. Successful completion of the course assessment Delegates who do not meet these criteria will receive an Informa Certificate of Attendance. If delegates have not attended all sessions, the Certificate will clearly state the number of hours attended. Who Should Attend This innovative course has been specially designed for: Those responsible for IT, computing centre management, data centres, systems management, computer services, operations, communications, network, user support, sales and services management, Management Information Systems (MIS), information centres, contract management and administration, technical support, help desk and service desk management All users and customers of IT and telecommunications services wishing to optimise the value of services they receive from their service providers, hi-tech service vendors, software vendors, hardware vendors, application integrators IT Managers new to purchasing and negotiating IT services Purchasing, Sales and Marketing Managers, Supervisors and staff taking up such appointments for the first time The course will also benefit those who have had little formal training in purchasing and negotiation who wish to consolidate their experience. T: Fred van Leeuwen Netherlands Fred is an international authority in the field, whose career is dedicated to making IT work for companies. He has written thought-provoking publications on the subject and has lectured on nearly all the continents, sharing his experiences with IT Directors, CIOs, CFOs, COOs, Service Directors, Marketing Directors and other Board Members and professional managers. He is a true pioneer in the field. A decade before ITIL was invented, he was already engaged in organising the service management processes in the multinational company he was working for (Philips). He has been one of the first ones in IT to actually contract SLAs and to implement Service Level Management, in industries where service availability is key. Similarly, he has been involved in IT outsourcing, vendor and contract management, since the very earliest adoption of these approaches by the industry. During his 40 years in the profession, Fred has worked in every conceivable IT discipline, including IT strategy formulation, programme management, process improvement, application development, technical infrastructure design and service management. He combines his knowledge of the content matter with excellent skills in organisational change management and a wide experience in multicultural management. He aims to improve the way companies create value out of IT. He improves their understanding of the processes and the management competencies involved. He contributed to an academic programme for developing agile and innovative IT governance, as well as to the IT governance principles embodied in COBIT 5. Fred is a sought-after speaker and author. His latest publications include a book on improving the interaction between the IT function and the business, including expectation management, contract management and a unique way to categorise and agree IT services. Several years ago, in private life, he pushed boundaries to the extreme gaining new insights during a nine-month journey on his 10-metre yacht, rounding the Atlantic Ocean with his son. From this, he gained a lot of leadership lessons, some of which he will share with you. Would you like to run this course in-house? The in-house training division of Informa Tel: cts@informa.com E: register-mea@informa.com

3 Service Level Agreements & IT Contracts 5 8 November 2018* Conrad Hotel, Dubai, UAE Course Timings Registration will by at 08:00 on Day One. Course sessions will start promptly at 08:30 and end at 14:30. There will be two short breaks for refreshments at appropriate times and lunch will be served at the end of each day s session. Course Introduction Are you receiving adequate IT services and value for money from your IT services suppliers? Are you offering the best value to your own customers? A formal SLA between the user and the provider of computing services 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. An effectively implemented SLA enables you to actively manage IT services which consequently enables you to keep IT services aligned with your core competencies, business objectives and departmental focus, all while maintaining high-quality levels. Course Outline Day One The Fundamentals Introduction And Context The relevant definitions IT services and the service level agreement Service level management (SLM) and the various frameworks, including COBIT, ITIL, ISO Process focus and improvement focus SLM and your internal market Positioning The Major Objects The information value chain aligning services to the business IT services in user-recognisable terms Relating IT services to IT products Relating IT services to IT processes The course starts with a step-by-step guide to helping you design and carry out effective service level agreements in your organisation. Subsequently, the second part will enhance your understanding of IT contracts. This is a unique session covering the pragmatic, contractual, tendering and negotiating aspects of buying IT and computing goods and services. Service Catalogue And Portfolio Service catalogue don ts Your checklist for a well-tested, mature catalogue Overall performance indicators of your IT services The IT service portfolio The SLA Format And Structure The reason for SLAs The various types of SLA The SLA template and practical examples Exercise: Writing your SLA Organisation And Legalities SLM crucial processes Implementing SLM within the organisation Contracts and contract law contract types Which quality standards exist? T: E: register-mea@informa.com

4 Day Two Contracting Creating And Agreeing An SLA The parts list of an IT service The place of the operational level agreement The SLA creation process The dos and don ts in developing an SLA Deciding On External Sourcing Challenges in using external services Structuring your external sourcing options Prahalad s organisational core competencies as a basis for sourcing decisions Kraljic s strategic sourcing approach The skills you need for informed sourcing Tendering, Response And Supplier Evaluation Architecture and service lots as pre-requisites for external sourcing The mismatch between a buyer s expectations and reality The tendering and procurement process Ensuring alignment between IT procurement and your company s strategy Exercise: Drawing a sharp line between your own and the vendor s responsibilities, by solid service product decomposition Tactics And Behaviour In Negotiation Context of negotiating IT services Conduct and behaviour Dealing with an opponent s tricks Managing Supplier Performance Supplier management objectives Ingredients in implementing supplier management How to communicate pro-actively with your suppliers The escalation ladder for resolving problems in service provision Supplier management meeting the agenda Managing Customer Relationships Why is relationship management needed? What is the content of this role? How does relationship management relate to SLM? The golden rules of relationship management Managing Continuous Service Improvement How to make improvement continuous? Valuable lessons from the Japanese Toyota KATA Applying Kolb s personal learning styles The learning loop in ITIL how to fit in problem management Exercise: Assessing your company s position in continuous service improvement Dealing With Providers Strategies And Charging Practices What you must know about commercial strategies How to read the vendor s strategy How to see through vendors pricing tricks Day Four Implementing Developing The SLM Competencies Assessing your as is competencies Recognising your potential Service Level Manager Developing your Service Level Manager SLM in the e-competence Framework (e-cf) for IT Exercise: Negotiations, including practising with vendor tactics Ensuring Measurement Of Key Performance Indicators SLAs and the Balanced Scorecard Checklist for deciding on measuring and reporting Your options for measuring services Day Three Taking Culture And Regional Differences Into Consideration The position of culture Dimensions of national cultures Other cultural dimensions The Implementation Project The Mechanics Implementation approach piloting the implementation Developing the implementation project charter Checklist of implementation building blocks Managing Managing SLAs The various processes in SLM Ensuring implementation in the business Dealing with office politics Managing expectations The Implementation Project Managing The Change Identifying your SLM-stakeholders and their positions towards implementation Organisational change theory Interventions and change competencies The change process additional criteria and skills T: E: register-mea@informa.com

5 Service Level Agreements & IT Contracts 5 8 November 2018* Conrad Hotel, Dubai, UAE FOUR WAYS TO REGISTER register-mea@informa.com Informa Middle East Ltd. PO Box 9428, Dubai, UAE The in-house training division of Informa Middle East SAVE UP TO 40% If you have 6 or more people interested in attending, and would like to customise this training course to suit your team and business, contact our Training Consultants on or cts@informa.com. Course Service Level Agreements & IT Contracts 5 8 November 2018* Course Fee Before 27 August 2018 Course Fee Before 1 October 2018 Final Fee US$ 3,995 US$ 4,495 US$ 4,995 DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL: a.watts@informa.com Pricing excludes 5% VAT, which will be charged where applicable *Book and pay full fee for two colleagues and the third attends for FREE. Not applicable in conjunction with corporate discounts. Payment to be settled before start of the course to avail the offer. The 3 for 2 offer is valid on full price final fee registration only. Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and pass the course examination will receive an Informa Certificate of Completion. All registrations are subject to our terms and conditions which are available at Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full. DELEGATE DETAILS First Name: Surname: Job Title: Company: Address: Postal Code: Country: City: Tel: Mobile: Fax: PAYMENTS A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. AVOID VISA DELAYS BOOK NOW Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-gcc nationals may take several weeks to process. CANCELLATION - If you are unable to attend, a replacement delegate will be welcomed in your place. If you cancel your registration 57 days or more before the event, you will receive a refund minus a 10% cancellation fee (plus VAT where applicable). Cancellation after 56 days before the event or if you fail to attend the event will be 100% payable. All cancellations must be sent by to register-mea@informa.com marked for the attention of Customer Services Cancellation. - All registrations are subject to acceptance by Informa Middle East which will be confirmed to you in writing - Due to unforeseen circumstances, Informa reserves the right to cancel the course, change the programme, alter the venue, speaker or topics - For full details, please visit EVENT VENUE Conrad Hotel, Dubai, UAE Tel: ACCOMMODATION DETAILS We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Hospitality Desk for assistance on: Tel: Fax: hospitality@informa.com HK/LM IT BC7017 Copyright Informa Middle East Ltd LR