Implementing & Managing Successful Service Level Agreements 2017

Topics

• How to structure an SLA that is effective and powerful yet easy to manage
• Strategic importance of SLAs and services management for your organization
• How to define services using the ten components and 3 "C"s – Clear, Concise & Comprehensive
• Which services your organisation should be offering to build agility in the SLA
• Build world class SLAs and establish where & how to source your services for cost effectiveness
• Ascertain whether your organisation is ready for SLAs – what you should look for
• Effectively monitor and measure service delivery performance and quality using SERVQUAL – a well proven methodology for measuring service quality
• Manage your services and SLAs for sustainable competitive advantage using well proven techniques

Who should Attend

• COO / Operations Manager
• CEO
• Finance Director
• CFO / VP Finance
• General Manager
• CIO / IT Manager
• Customer Support Manager
• Service Delivery Manager
• Technical Support Manager
• Customer Service Manager
• Quality Manager
• Planning Manager
• Vendor Manager
• Project Manager
• Outsourcing Manager
• Business Process Manager
• HR Manager