Service Level Agreement (SLA) & Service Management Master Class

 

September  18 – 19,  2013  |  Mandarin Hotel, Jakarta

Workshop Overview

“Every organisation today is involved in providing services, even manufacturers. The smart organisations use effective services management to build agility in their organisation to achieve sustainable competitive advantage. Good, effective SLAs are crucial in achieving this”

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 eighteen 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.

Dr Jonathan Farrell

Jonathan Farrell DBA (Doctor of Business Administration, Macquarie University Graduate School of Management) is an internationally recognised consultant in the areas of strategic planning, operations management, services management (including SLAs and services costing), outsourcing (particularly in IT services), IT alignment, organisational restructuring and project management. Dr Farrell is the principal consultant of Farrell & Associates Pty. Limited, a company set up by him in 1983 to assist organisations in optimising their business efficiency and effectiveness at all levels. Dr. Farrell has over 40 years of experience in industry working at both operational and strategic levels of management and has advised numerous organisations in Australia, New Zealand, South East Asia and USA.

Dr. Farrell has lectured widely both in Australia and overseas and is an regular  lecturer at The Australian Institute of Management (AIM) and Macquarie University Graduate School of Management (MGSM) as well as the University of Sydney and The Australian School of Business at University of NSW. Dr Farrell has also been a guest lecture and invited speaker at numerous conferences and universities in Australia, New Zealand, South East Asia and the US including: Wellington Polytechnic; OSI and GOSIP conferences in Australasia; SEARRC conferences in the South East Asia; the Asia Pacific Help Desk Institute conferences in Australia and New Zealand; SHARE & GUIDE conferences in the USA, and Australian & US Department of Defence planning seminars. Dr Farrell regularly conducts seminars on his areas of research in Australia and Asia.

Dr Farrell is a Fellow of the Australian Institute of Management and a Member of the Australian Institute of Corporate Directors. He is also a Certified Practicing Project Director(CPPD) with the Australian Institute of Project Management.

 

Workshop Outline:

DAY 1

Introduction & workshop objectives

An overview of the workshop is provided, along with a discussion of the expectations  from the workshop by the delegates.

The strategic importance of SLAs in today’s organisations

As economies recover from the Global Financial Crisis (GFC), organisations are moving more and more towards providing services as a way of increasing their revenues. It is becoming increasingly important therefore for organisations, both service providers and service recipients, to fully understand and agree upon the services that are being provided and are required. In addition, services are a differentiator among organisations – smart organisations are using them to gain and sustain competitive advantage. This has particular relevance in service supply chains and supply networks, establishing and maintaining supplier customer relationships.

–          Why SLAs? (Especially what happens if you do not have them)

–          What comprises SLAs?

–          How do we identify the services for an SLA?

–          Linking SLAs to your corporate objectives

–          SLAs and the services supply chain (including the supply network)

–          SLAs and the services value chain

–          The capacity, supply and demand aspects of SLAs

–          The importance of good service definitions

–          Using SLAs for competitive advantage – introducing the services mix and the service quality / consumption matrix

–          Workshop: Delegates will review examples of corporate objectives prepared by organisations and see how services can be identified from them

 

The structure of an effective SLA (Part1)

The marketplace is full of failed SLAs, usually manifest in the form of failed outsourcing agreements. Many of these failures have cost the organisation millions of dollars, and in some cases the organisation has not survived. There is however, a way to structure SLAs so they are effective, both for the organisation requiring the services as well as the services supplier. The suggested structure outlined in this session has been proven in dozens of situations across numerous industries over the last eighteen years.

–          Overview of the SLA structure

–          SLAs – the good, the bad and the very ugly

–          What should the structure of the SLA document contain?

–          What should be in the legal / contractual part of the document (and most importantly – what should not)

–          How should all the service definitions be packaged?- Penalties, credits and debits in SLAs – what works and what doesn’t

–          Case Study: Delegates will review two actual SLA contracts – one good, one not so good, and compare the content of each using the information covered in this session

 

The structure of an effective SLA (Part2)

–          Service definitions – what are the ten components?

–          How do you identify the KPIs (key performance indicators) for a service?

–          How do you link them with your organisation’s corporate objectives?

–          Identifying and managing the resource requirements for effective service delivery

–          Learn how to set up the roles & responsibilities matrix for a service

–          Case Study: Delegates will have the opportunity to review real-life examples of services that have been defined by organisations

 

CASE STUDY –  Define a Service

To fully define a service using the template outlined in the previous sessions can take anywhere from 4-8 hours for a basic service, up to 25-30 hours for a more complex one. Delegates will be formed into groups and will have the opportunity to select a typical service for definition. Each group will describe the service using the techniques outlined earlier, present their description to the rest of the delegates and compare their experiences.

Review

The final session reviews the topics that have been covered during the day, then opens up to questions and discussion.

 

DAY 2

Review

Review of Day One’s session – questions, queries, comments

SLAs and third party services suppliers – sourcing, negotiation, selection & management

In almost every case where organisations outsource their services to third parties (and even when the services are to be provided by one internal group in the organisation to another internal group), there is an intense period of negotiation between the services recipient and the services supplier over the services to be provided. This session introduces the Sourcing Triage Methodology (STM) for the process of sourcing services, identifying which services should be sourced internally or externally and most importantly, identifying those services which should remain in-house. This session also discusses some of the traps to avoid and provides some advice on how to achieve a win-win situation for both parties.

SLAs and third party services suppliers – sourcing, negotiation, selection & management

In almost every case where organisations outsource their services to third parties (and even when the services are to be provided by one internal group in the organisation to another internal group), there is an intense period of negotiation between the services recipient and the services supplier over the services to be provided. This session introduces the Sourcing Triage Methodology (STM) for the process of sourcing services, identifying which services should be sourced internally or externally and most importantly, identifying those services which should remain in-house. This session also discusses some of the traps to avoid and provides some advice on how to achieve a win-win situation for both parties.

–          From where should you source your services? In-house, Outsourced, A mix of both

–          What are the benefits and pitfalls of selective sourcing (sourcing from multiple vendors)?

–          Using RFPs (Request for Proposals) to get the services (and service levels) you want

–          What to look for in vendors’ responses (especially what they have not told you)

–          How to objectively evaluate the vendors’ responses

–          The importance of the “soft services” in vendor evaluation and selection

–          The next steps after selecting the preferred vendor

–          How to handle disputes regarding the service provision – the art of conflict resolution

–          Workshop: Delegates will review extracts from some actual vendor SLAs (without including the vendor’s name) and have the opportunity to apply what they have learnt during this session

 

WHO SHOULD ATTEND

CIOs / IT Managers, COOs / Operation Managers, Planning Managers, Service Delivery / Shared Service / Customer Service Managers, Service Purchasing / Procurement Managers, Supplier / Vendor / Project Managers, Technical Support / Customer Support Managers, Business Process / Business Development Managers, Outsourcing Managers, Business Development Managers

Especially from the following industries:

Banks, Insurance, Telecommunications, IT Services, Oil & Gas, Manufacturing, Logistics & Transportation, Government Agencies / Ministries

 

Testimonials from Dr. Farrell’s Past Successful Workshops:

“Topics covered are relevant & practical for implementation based on templates and samples provided by speaker”

~ AVP, Senior Facilitator (Service Level Management & Quality), Maybank

“Dr. Farrell is very well versed on the subject matter. Shows experience in his answers”

~ AVP – Information & Communication Technology, Iskandar Investment Bhd

“Systematic approach and workshop materials are real situation related”

~ IT Procurement Manager, ING Asia Pacifi c Ltd, Hong Kong

“Highly qualifi ed speaker with interesting, relevant up to date topics. Highly interactive”

~ Internet Services Sales Manager, Telekom Malaysia

“Practical examples and concise delivery makes this a success”

~ Service Manager, Vitronics Soltec Thailand

“This training provides meaningful insights into how service relationship should be managed through SLA. Highly recommended for all business practitioners”

~ Head of Mortgage Process & Portfolio Management, Permata Bank

“This training was useful and relevant for us”

~ Senior Manager – Finance, Vishwa BPO (Pvt) Ltd, Sri Lanka

 

Why You Cannot Miss This Event:

A Gartner Group report on SLAs & services management states “… SLAs are a powerful aid in building partnerships with customers, assuring customer input to IT planning and providing a measurement base for IS performance”. In addition, studies over the last fifteen years have found that organisations with effective services management and SLAs outperform those that don’t – a key success factor in today’s post-GFC world.

The problem however, is making sure you have got the right SLA with the right services for the right customer at the right time. Poorly structured SLAs and poorly defined services can impact on organisations achieving their business objectives, cost them hundreds of thousands of dollars and generate disgruntled end users of those services. This 2-day workshop on SLA & Services Management Masterclass will give you all you need to know to design, develop, implement and manage world-class SLAs for your organisation. It will also show you how to identify, define and deliver services that are not only agile but give your organisation sustainable competitive advantage.

 

TAKEAWAYS

• Examples of actual service definitions using the Service Definitiontemplate covered during the workshop

• SERVQUAL templates to enable you to conduct your own Service Quality surveys

• Copies of all workshop and case study materials

 

Register here:

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