| Developing and Maintaining Effective Service
Level Management 2-day training seminar. Register online and get a free book!  |
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Overview
Fundamentally, the Service Level Management (SLM) process provides a methodology for introducing and implementing reasonable expectations for the customers and your service desk or customer support center. SLM acts as guides for establishing good, sound business relationships.
IT Service Organizations are wise to implement SLM. It is a company’s ability to rapidly change that helps make it a leader. SLM enable organizations to change their environment efficiently, without putting themselves, or other IT Teams, into reactive mode. Companies using SLM not only cut long-term support costs, but by building business alignment, create a faster moving company – putting them ahead of the competition.
This two day training class provides guidance on how to approach, initiate and manage a successful Service Level Management, including determining the protocols for introducing and implementing SLAs between your internal IT organization, your customers and your service desk.
You will learn:
- The purpose of Service Level Management
- Elements of a good service level agreement
- How to design, format, and draft an SLA
- The negotiation process
- How to measure performance and report results
- How to maintain the SLA over time
- What a good SLA looks like
Look at this agenda!
Purpose of Service Level Management
- The purpose behind implementing Service Level Agreements
- The prerequisites necessary to begin this process
- Pitfalls of unsuccessful attempts
- Long term benefits
Why Now?
- Why Service Level Management is currently receiving so much industry interest
- Why so many organizations are implementing Service Level Agreements
Prerequisites and Pitfalls
- Your company's service culture
- How a company's customer and business initiatives drive support activities
- Commitment to the SLM process and contract
- What causes Service Level Management initiatives to fail
The Identification Process
- Identifying participants
- Identifying stakeholders
- Service elements to be included in the SLA
- The importance of establishing good, strong severity definitions
- Steps necessary to determine your service elements
Developing Your Service Level Agreement
- A phased approach you can use in developing SLAs within your organization
- Understanding your customers' business needs and goals
- Defining the SLA required for each group
- Choosing the right format for your SLA
- SLA work groups
- Drafting the SLA
How to Negotiate Service Level Management
- SLA review and reviewers
- How to coordinate management review and approval meetings
How to Measure and Report Against Your SLA
- Establishing baseline performance information
- The importance of measurement and reporting
- How to establish meaningful reporting for your customer and all stakeholders
How to Conduct Ongoing Maintenance of Your SLA
- Effectively managing your current environment
- How to improve your Service Levels on a continuous basis
The Requirements Process
- The importance and benefits of developing a requirements process
- What happens when products and services subject to the Service Level Management process are newly introduced or changed
Reviewing the SLA Template
Attendees will be provided with an actual sample of a Service Level Agreement. The components of the sample template will be reviewed in class so that attendees have a starting place for developing their own SLA when returning to their companies.
Special bonuses for on-line registration!
Register from this web site and receive a complimentary help desk book from the Resource Center*. To learn more about these books, click on the open book icons to the left of each title. Choose from:
Managing the Implementation of New Support Systems
How to Survive
Call Volume Spikes
Managing Unresolved Service Requests
Marketing the Help Desk to Senior Managers and Customers
How
to Select and Use Outsource Services for Your Help Desk
How to Establish
and Maintain Service Level Agreements
Stop
Being a Victim!
* Normal shipping and handling fees apply
Seminar Schedule, Start Times and Dress Code
| No Schedule |
Click on the "Hotel Info" icons for hotel address, phone number, directions, and other nearby hotels.
Class begins at 9:00 AM and ends at 5:00 PM.
Dress is business casual.
Registration Fees and What's Included
The per student registration fee for this seminar is $1,195, and includes the seminar, course materials, certificate of completion, refreshments, and continental breakfast both days. To register, call (708) 246-0320 or click on the "Register" button below.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We recommend that you do not purchase non-refundable airline tickets.
Seminar agenda subject to change.
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