SLA and SLM Training

SLA and SLM Training

The Service Culture’ has become the heart of the operation of many businesses. Yet very often service is delivered on a ‘best endeavours’ basis. Failure of services can lead to acrimony and blame. Service level agreements can overcome many of these problems, establishing a formal relationship between service providers and users. Whilst SLAs have been largely used within the context of Information Technology, this is not their exclusive province, they can be applied usefully, anywhere service is supplied and used by different parties

COURSE OBJECTIVES

To examine Service Level Management (SLM), the purpose and scope of SLAs, and setting up a SLM system

SKILLS GAINED

At the end of the workshop delegates will be able to;

* Audit existing services, to allow them to move towards a SLM environment
* Create a Pro Forma SLA
* Implement a SLA
* Establish an audit procedure

 TOPICS

Introduction

• Introduction to Infrastructure Management and ITIL.
• IT and other business services.

What is Service Level Management?

• Why have SLAs
• The reasons for and against
• Improving service with SLAs
• How it can help the organisation.

Introducing SLAs

• Planning for SLM
• The current environment
• User structures
• Contents of SLA
• Preparing the organisation

Service Culture

• Managing the SLM Strategy
• Support functions
• Interfacing with other infrastructures functions

Service Level Manager

• The role of the manager
• The job function
• Responsibilities, accountability and reporting
• Scope of SLM

The Draft SLA

• The various approaches to SLA design
• The master SLA
• Different levels of service within an SLA
• Structure and content

Implementation

• Putting the SLA in place
• Selection of the participants
• Piloting the SLAs
• Post-implementation monitoring

Tools and Monitoring

• Reporting mechanisms
• Ensuring compliance to the SLA
• Thresholds and what to do when They are exceeded
• What to report, and how

TRAINING METHOD

• Group Discussions
• Group & Individual Exercises
• Presentations
• Games
• Case Studies
• Role Plays
• Self-Assessment
• Action Plan

FACILITIES

• Certificate,
• Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8 GB),
• Bag.
• Training Material (HandOut & SoftCopy)
• Convenient training facilities in stars hotel (Public Training)
• Lunch and Coffee Breaks (Public Training)
• Souvenir

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