Service Level Agreement Masterclass 2018

Topics

• Key clauses that should be included in an SLA
• Key stakeholders and effectively manage their expectations
• How to handle multiple vendor cross-over
• The intricacies of negotiating SLAs
• The keys in drafting effective SLA agreements
• Strategies in mediation as a dispute resolution procedure
• The entire contract life-cycle from creation to disengagement
• Key terms of the contract to maximize value from your SLAs
• How to exit your SLAs without severing business relationships
• Performance measurement methods and how to deal with them
• The scope of dispute resolution mechanisms and remedies available

Who should Attend

Senior attendees with responsibilities in:

• Information Technology
• Service Level Agreements
• Procurement
• Contracts
• Outsourcing Arrangements
• Purchasing & Supply
• Facilities Management
• Tendering
• Maintenance
• Computer Services
• Development
• Systems & Application
• Network and Communication
• Operations
• Customer Support