SLA & Services Management Masterclass 2011

Develop World-Class SLAs that Support Your Business, Give Your Organisation Agility and Build Sustainable Competitive Advantage

Workshop Overview
This 2-day workshop provides you with the latest techniques and tools in good SLA management practice so you can design; implement and manage SLAs that are world-class. It is based on many years of implementing SLAs and identifying and defining services in hundreds of organisations. The management practices outlined in this course are not just academic theories but real-world techniques that have been developed and proven in the marketplace over the last fifteen years across numerous organisations around the world.

The course facilitator is internationally recognised as one of the leading specialists in the field of services management and SLAs. Delegates will have the unique benefit of learning first-hand from the person who developed and refined many of the techniques and will get hands-on experience in using them during the workshop.

Key benefits for attending this event:
-UNDERSTAND the strategic importance of SLAs and services management for your organisation
-DISCOVER how to structure an SLA that is effective and powerful yet easy to manage
-IDENTIFY which services your organisation should be offering to build agility in the SLA
-LEARN how to define services using the ten components and 3Cs – Clear, Concise & Comprehensive
-BUILD world-class SLAs and establish where and how to source your services for cost effectiveness
-MANAGE your services and SLAs for sustainable competitive advantage using well-proven techniques
-ACCURATELY cost your services with the Services Based Costing Methodology – as a cost per hour or per delivery
-EFFECTIVELY monitor and measure service delivery performance and quality using SERVQUAL – a well-proven methodology for measuring service quality