ITIL v3 compliant course

Service Level for users and

providers of
IT services

Agreements And
IT Contracts
3 - 7 May 2009 • JW Marriott Hotel, Dubai, UAE

Gain an in-depth understanding of:

Course One: • The strategic value of Service Level Agreements (SLAs)
• The role of SLAs in the internal and external supply
Developing And Implementing Effective chain

Service Level • How to implement an SLA project

• Key Performance Indicators (KPIs) in service

Agreements measurement
• SLA formats and different ways of designing an SLA
For Users And Providers Of IT Services • Designing an SLA format for use in your organisation
• How to ensure vendors supply services that exactly
3 - 5 May 2009 match your needs

Gain an in-depth understanding of:

Course Two: • Understand the essential legal background for IT
contracts
• Learn how to appreciate terms and conditions of
Effective Negotiation And contracts
Management Of • Understand the tendering process
• Explore techniques to evaluate tenders
IT Contracts • Discover how to get the best deal from suppliers
• Develop a grounding in practical negotiation skills
• Gain the confidence and skills to manage the ongoing
6 - 7 May 2009 contract

“The fundamentals of SLAs and IT contract creation was effectively delivered by

Andrew’s methodology - a rich, valuable experience.”
Patrick Coutinho, Manager – IT, Emirates Bank, UAE

Attend any of the courses and you will receive the

“SLA Framework” CD-ROM. Including:
Organised by Official Regional Recruitment Partner
• SLA Handbook
• SLA Examples
• SLA Checklists Valued at US$ 395!

www.iirme.com/itsla
Dear IT Specialist, Meet Your Expert Course Leader
Andrew Hiles, BA, FBCI, MBCS, is a
Working in IT, you surely understand the complexities that can
Director of Kingswell International – an
surround the development of IT contracts and SLAs. Now, you
international consultancy specialising
have the opportunity to take part in two essential SLA and IT in delivering service and managing
contract courses, each complementing the other in intellectual business risk. He has helped hi-tech,
content and in-depth exercises. financial, transport and government
bodies to develop and enhance customer
Your first, comprehensive three-day Service Level Agreements support and service desk functions
and has supported both customers and suppliers in service
course is a step-by-step guide to helping you design and carry
level agreements, market testing, outsourcing and facilities
out effective SLAs in your organisation.
management. Andrew has had IT negotiating responsibility
for purchasing and sales spanning some 25 years. He is a
Subsequently, your second course will enhance your Fellow of the Business Continuity Institute and a Member of
understanding of IT Contracts. This is a unique two-day course the British Computer Society. Andrew was Founder-Chairman
covering the pragmatic, contractual, tendering and negotiating of the influential European Information Market (EURIM)
aspects of buying IT and computing goods and services. group which supports the UK Parliament’s All-Party EURIM
Group in handling European legislation. His books on Service
Level Management, Help Desk Management and Business
An effectively implemented SLA enables you to actively
Continuity are published by Rothstein Inc. He contributed to
manage IT services which consequently enables you to keep Croner’s Guide to IT Purchasing. His software package, “SLA
IT services aligned with your core competencies, business FRAMEWORK”, has been purchased by leading international
objectives and departmental focus, all while maintaining companies.
high quality levels.
Andrew is a published writer and international speaker on
service management. He has presented at Cranfield, Henley,
Andrew Hiles, Director of Kingswell International, will run
Ashbridge and GEC Management Colleges and at numerous
your two comprehensive, fully interactive courses. Andrew
workshops and conferences in Europe, USA, South America.
has extensive international consultancy experience in
delivering service and managing business risk. Additionally,
he has worked with a wide range of companies, whose
Who Should Attend These Highly
industries include hi-tech, finance, transport and government, Beneficial Courses?
to develop and enhance customer support and service desk
functions. These innovative courses have been specially designed for
those responsible for:
IT, computing centre management, data centres, systems
Andrew and I look forward to welcoming you to these two
management, computer services, operations, communications,
critical courses in May.
network, user support, sales and services management, MIS
information centres, contract management and administration,
Best regards, technical support, help desk and service desk management.
• All users and customers of IT and telecommunications
services wishing to optimise the value of services they
receive from their service providers, Hi-tech service vendors,
ISPs, ASPs, ISVs, NSPs, software vendors, hardware vendors,
Keith Parker
application integrators
Conference Manager
• IT managers new to purchasing and negotiation of IT
services
P.S. Don’t miss our in-depth SLA creation exercises! • Purchasing, sales and marketing managers, supervisors and
staff taking up such appointments for the first time
P.P.S Book now and receive generous discounts! See the • It will also be of benefit to those who have had little
back page of this brochure for our discount structure. formal training in purchasing and negotiation and wish to
consolidate their experience

Tel: 971-4-3352437 • Fax: 971-4-3352438 • Email: [email protected] • Web: www.iirme.com/itsla

Course One: 3 - 5 May 2009

Developing And Implementing Effective

Service Level Agreements

For Users And Providers Of IT Services
Course Schedule
Registration will commence at 08:00 on the first day. The programme will begin at 08:30 with refreshments being served at
appropriate intervals. The programme will conclude each day at 14:30 after which lunch will be served.

Course Introduction
How do IT users know whether they are receiving adequate services – let alone value for money – from their IT services
suppliers? A formal SLA between the user and the provider of the computing service is one of the keystones of today’s IT and
telecommunications management. SLAs are as appropriate to in-house computing, communications, development and support
activities as they are to commercial or facilities management operations. By embracing the business case of the user, SLAs can
help to justify the company’s overall computing requirements, ease capacity planning, justify resources and establish the case for
security and disaster recovery planning. What are the pitfalls and how can they be avoided?

Day One Day Two

Sunday, 3 May 2009 Monday, 4 May 2009

Introduction And Course Objectives Measuring The Service: What, Where And How To Measure
• Your objectives and issues explored • Service availability
• The role of SLAs in service management • Output requirements
• What are SLAs and OLAs? • Service reliability
• The objectives of SLAs • Support needs
• How to improve service quality • Response
• Problem management
• How SLAs help the business, the user and the supplier
• Service hours
• SLAs and the Balanced Scorecard
• Change management
• SLAs and CobiT (Control Objectives for IT and related
• Computer services
Technology)
• Security aspects
• SLAs and ITIL (IT Infrastructure Library) • Network services
• ITIL service management • Disaster recovery issues
• ISO20000 service management standard
Exercise
Implementing SLAs: The SLA Project Using the results of earlier exercises, syndicates will identify
• Politics of service the service products, boundaries and limits of an SLA. You will
• Why poor service can be inevitable and how to change it briefly present your findings to other syndicates and compare
• Cost/benefit issues notes.
• Project activities
• Project phases Managing SLAs
• Organising for service • Key measurements and activity based SLAs
• SLAs for:
• ‘Selling’ SLAs
- Mainframe, mid-range and client/server services
• Obstacles to success – and how to overcome them
- Desktop management services
- Telecommunications services
Exercise
- Development
You will receive a scenario of a service provider and its - Call centres, service desks, help desks and support
customers. In syndicates, you will put into practice the topics - E-business
presented. • Creating key performance and service level indicators

Tel: 971-4-3352437 • Fax: 971-4-3352438 • Email: [email protected] • Web: www.iirme.com/itsla

 Exercise
You will identify Key Performance Indicators (KPIs), Hear what delegates said about
measurement parameters and methods and apply Service Andrew’s previous course
Level and Service Measurement metrics to the SLA project
“Excellent workshop and handouts received for drafting a
you have developed in Exercises 1 and 2. You will present your
custom made SLA.”
findings and compare them with other syndicates.
Deepu Thomas Philip, IT Infrastructure Analyst
Kuwait International Bank, Kuwait
Creating An SLA
• Organisation for service level management “Very educational course with updated materials.”
• Negotiating with the user Dr Eyad Aldarjy, Senior Official
• Usage forecasts Ministry of Defense and Aviation, KSA
• Infinite capacity
• Managing demand “This is a great course for anyone who needs to write an SLA,
• Realistic limits to service very well delivered.”
• Customer satisfaction surveys Ali Al Zain, Senior Manager IT & Purchasing
• Charging for services Emaar King Abdullah Economic City, KSA
• Monitoring delivery
• What to include in an SLA
• Customer representatives
Forthcoming Related Events
• Limitations of SLAs
• Service review meetings A1001
6th Middle East IT Service Management Conference
21 - 26 March 2009
Day Three www.iirme.com/itsm
Tuesday, 5 May 2009
BC2955
Format And Structure Of The SLA IT Project Management
12 - 16 April 2009
• SLA models
www.iirme.com/itproject
• The one-page SLA
• Supplier or customer driven? BC2833
• Types of SLA IT Risk Management
18 - 20 April 2009
• The role of the SLA in invitations to tender, proposals and
www.iirme.com/esiIT4
contracts
• SLAs in market testing, facilities management and out BC2834
sourcing Systems Integration Project Management
21 - 23 April 2009
• The pilot SLA
www.iirme.com/esiIT5

Exercise
Building on the previous exercises, you will develop a structure
and outline a format for the SLA document. You will discuss
your formats and compare them to a model SLA.

An Overview Of The Regional Practices On SLA

• Examining the similarities and differences of the Middle
East with international markets
• Considering the business issues and cultural differences

SLA Surgery
• You may raise your own issues for discussion and advice

Tel: 971-4-3352437 • Fax: 971-4-3352438 • Email: [email protected] • Web: www.iirme.com/itsla

Course Two: 6 - 7 May 2009

Effective Negotiation And Management Of

IT Contracts
Course Schedule
Registration will commence at 08:00 on the first day. The programme will begin at 08:30 with refreshments being served at
appropriate intervals. The programme will conclude each day at 14:30 after which lunch will be served.

Course Introduction
A two-day intensive and interactive course for managers who need to negotiate contracts, terms and discounts, or manage
contracts with outside suppliers of IT goods and services. Sessions covering the buying, negotiating and managing of IT
contracts will include the contractual relationship, tendering, negotiation and managing suppliers.

Day One Day Two

Wednesday, 6 May 2009 Thursday, 7 May 2009

Introduction And Course Objectives Practical Assessment Exercises

• Lower specifications
• Long term contracts
The Legal Background - Standards And Contracts
• Turnover discounts
• ‘Buyer beware’ • Settlement terms
• Relevant contract law • Retentions
• Warranties and guarantees • Fixed price contracts
• Quality standards • Cost plus contracts
• Whose terms and conditions? • Call-Off and ‘Just-In-Time’
• Model and standard conditions • Pricing structures
• Hidden cost ‘extras’
Why, What And How?
Tactics And Behaviour In Negotiation
• The contractual relationship • The alternative to negotiated agreements
• What should be covered: key and ancillary aspects • Creating a win/win situation
• Principles of law • Game plays and counter-moves
• Essential clauses • Negotiating traps and escapes
• Potential “War Zones”: how to avoid conflict, handling • Power in negotiation – using it
disputes • Conflict and influence
• Security aspects • Structure and phases of a negotiation
• Strategy and tactics
• Contract termination
• Establishing credibility
• Presenting the case
Tendering, Response And Supplier Evaluation • The art of listening
• Preparing to tender: the essential steps • Salespersons’ vulnerable spots
• Buying issues in hardware, software, maintenance, support
and consultancy Managing Supplier Performance
• What suppliers need to know • Organisation for management
• Specifying requirements • The transition
• Role of the contact manager and the service management
• Performance and throughput criteria
team
• How to evaluate suppliers • Service Level Agreements
• The invitation to tender • Service quality: targets and key measurements
• Analysing supplier response and supplier capabilities • Problem escalation

Case Study: The Supplier Perspective How Suppliers Charge

• What are the ingredients of a successful tender? • Charging choices
• How customer and supplier can both win • Working out costs
• Creating an effective relationship • How suppliers cost
• The bill: cost components
• Building in futures
• Holding price hikes

Tel: 971-4-3352437 • Fax: 971-4-3352438 • Email: [email protected] • Web: www.iirme.com/itsla

 Service Level Agreements
And IT Contracts
3 - 7 M ay 2 0 0 9 • J W M ar r i o t t H o te l , D u b a i , UAE

FIVE EASY WAYS TO REGISTER

www.iirme.com/itsla

For further information and Group Discounts*

contact 971-4-3352483 or email: [email protected]
* Group discounts are only applicable on the full event price BC2984
Yes, I want to register for:

Event Dates Price before Price between 15 February Price after

15 February 2009 and 8 March 2009 8 March 2009
Service Level Agreements (3 days) 3 - 5 May 2009 US$ 2,795 US$ 2,995 US$ 3,095
(Save US$ 300) (Save US$ 100)
IT Contracts (2 days) 6 - 7 May 2009 US$ 2,195 US$ 2,295 US$ 2,395
(Save US$ 200) (Save US$ 100)
Both Courses (5 days) 3 - 7 May 2009 US$ 3,790 US$ 4,090 US$ 4,290
(Save US$ 1,700) (Save US$ 1,400) (Save US$ 1,200)

If you have eight or more delegates who need this training, contact IIR In-House on 971-4-3352439 or [email protected]
Course fees include documentation, luncheon and refreshments, Delegates who attend all sessions will receive a Certificate of Attendance.
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