Service Level Agreements

Seminar Code: N107E

Service Level Agreements (SLAs) provide a comprehensive, detailed and binding definition of the services to be delivered and are the basis for all future IT Service Management processes.

During this 2-day seminar, you will gain a thorough overview of the key points to consider when creating, defining and agreeing SLAs, and how these subsequently need to be aligned with processes, infrastructure and the organisation.

>>> Contents
>>> Learning objectives
>>> Prerequisites
>>> Target group
>>> In-house

Contents:

• Service Level Agreements (SLAs):

Goals of SLAs – Elements and formal structure – Roles and objectives of SLAs in the ITIL® (IT Infrastructure Library®) framework

• Drawing up SLAs:

Field of application – Scope of SLAs – Composition of SLAs – Model agreements

• Introducing SLAs:

Contracting parties – Roles and responsibilities – Timeframe for introduction – Impact on processes and on the organisation – The role of SLAs in an outsourcing context

• Product and service catalogue:

Compilation of product and service catalogues and their importance

• Service Level:

Determining service maintenance times – Determining the time to respond to and handle customer requests

• Service Level Reporting (SLR):

Defining metrics to objectively measure achieved results and for Service Level Reporting

• Analysing cost and performance:

Calculation models for products and services

• Useful resources for SLAs:

Tools for planning, monitoring, reporting and for the Help Desk

Learning objectives:

• You will gain a thorough overview into the components and structure of SLAs
• You will be familiar with the specific characteristics of ITIL® Service Level Management processes.
• You will be able to define and compile Service Level Agreements.
• You will know how to identify indicators and interpret key data, ensuring that the standards defined by the SLAs are consistently met.
• You will be aware of how clearly defined SLAs contribute to increased customer satisfaction.

Prerequisites:

Knowledge of IT services and business processes.

Target group:

IT Managers, IT Architects, Project Managers, Consultants and IT System Managers

In-house:

ncc only offers this training in-house. We would be pleased to adapt this training to cater for your individual desires and requirements!