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.
- 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 behaviour in negotiation
- Managing supplier performance
- How suppliers charge
Who should attend
This course is designed for IT managers, all users and customers of IT and telecommunications services wishing to optimise 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.
Benefits of attending
- Gain an in-depth understanding of the strategic value of Service Level Agreements (SLAs)
- Design an SLA format for use in an organisation
- Learn how to ensure vendors supply services that exactly match an organisation's needs
About Informa Middle East
Informa Middle East, is part of Informa, a multinational publicly listed publishing and events company.
The Middle East office was previously known as IIR Middle East, and has been established in Dubai since 1993. Informa Middle East has grown to be the largest event organiser in the region and with over 300 staff, the office runs over 450 training courses and over 40 conferences regionally on an annual basis.
The company also incorporates Informa Global Exhibitions which organises around 130 trade and consumer exhibitions in over 38 cities across the globe. Arab Health, Cityscape, Middle East Electricity and The Bride Show are some of the flag ship events.
Aside from the public training courses, conferences and exhibitions, Informa Middle East also provides in-house training to companies as well as manages events on behalf of corporate clients. Some of the past clients include NBAD, Microsoft, Etisalat, STC, Mobily, and ADNOC.