Practical SLA development workshop

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.

Course Content

The formal teaching sessions will cover :

• The service management cycle
• The ICT service catalogue
• The scope, format and content of a service level agreement
• Factors which may lead to variations in approach
• Setting appropriate and SMART service standards
• Appropriate information capture and reporting regarding service quality
• Critical success factors
• The relationship to service improvement programmes

A substantial proportion of the event will consist of facilitated group sessions and exercises based on real life examples and practical issues from delegates’ own organisations.

Who Should Attend?

• Those responsible for negotiating and/or writing SLAs
• Those working in client services or with other intermediary roles
• Line managers of service delivery functions

Tutor

Marilyn Rogers has spent more than 25 years in the public sector, in both education and local government. She has been Head of Information Services at East Berkshire College and Head of Information Systems at Oxford City Council. She also works with the Open University in the South East Region.

Pre-Event Activities

Delegates will be asked to complete a questionnaire about their learning needs and any circumstances / requirements in their own authorities which they wish to be discussed during the day. They will also be encouraged to bring any existing or draft service level agreements with them.

Post-Event Activities

A discussion forum will be available to enable networking after the event for those who are interested.

SFIA/ Government IT Profession Skills

This course will help participants to develop the following skills:

• Service Level Management SLMO and
• Client Services Management CSMG

CPD Scheme Points

Those attendees participating in the Socitm Continuous Professional Development Scheme may claim 4.5 points.

Please note our booking conditions. Confirmation of your reservation and an invoice will be sent by email unless otherwise requested. Invoices should be paid within 10 days. Cancellations may be made without penalty up to 30 working days before the course start date, while half of the fee will be refunded for cancellations made up to 14 days before the start date. The full fee is payable for cancellations made within 14 days of the start date, however, substitute delegates are welcome at any time.