To an increasing extent public sector organisations are focussing more on being a commissioner and manager of services, and less on the direct provision of all services. Encouraged by the Glover report on improving public procurement, there is also a growing shift towards output-based commissioning and procurement as a means of driving innovation.

This one day course will give delegates an overview of good practice in service level agreement SLA development and will cover the practical issues drawing on “real life” examples.

Delegates will leave at the end of the day with a draft service level agreement or template that can be refined and agreed in their own workplace to meet the needs of their own customers and service.

In the current economic environment it is essential that the IT service is not only effective, but is streamlined, efficient and focused. This course looks at the management, development and deployment of the skills required in a professional IT team to enable the delivery of excellence through effective IT Service Management (ITSM).

How do you maintain staff morale and deliver high-performing services and transformational change when the economic squeeze is on? In the current economic environment it is essential that the ICT service is not only effective, but is streamlined and efficient, not to mention focused on enabling the accelerating rate of change necessary to ensure the survival of public services.