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Service Level Agreements & IT Contracts
إتفاقيات مستوى الخدمة وعقود تكنولوجيا المعلومات
Attend The Course And Receive SLA Templates, Examples And Checklists For Tendering And Procurement Processes
10 – 13 December 2017
Conrad Hotel, Dubai, UAE
5 – 8 March 2018
Kempinski Hotel, Mall of the Emirates, Dubai, UAE
Reviews

"Andrew has a long experience in the subject and he shared with us his knowledge and valuable information. I will use a lot of it in my work as it will apply and make a difference"

Shurooq Yousef Al Ali
ADCO, UAE

"Andrew has shown an extensive experience in the field of SLAs"

Isam Ghaleb Hasan Mumen
Legal Advisor
Abu Dhabi Executive Council, UAE

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Overview

Are you receiving adequate IT services and value for money from your IT services suppliers? Are you offering the same to your own customers? A formal SLA between the user and the provider of computing services 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.

An effectively implemented SLA enables you to actively manage IT services which consequently enables you to keep IT services aligned with your core competencies, business objectives and departmental focus, all while maintaining high quality levels.

The course starts with a step-by-step guide to helping you design and carry out effective service level agreements in your organisation. Subsequently, the second part will enhance your understanding of IT contracts. This is a unique session covering the pragmatic, contractual, tendering and negotiating aspects of buying IT and computing goods and services.

هل تتلقوا خدمات معلوماتية كافية وقيمة مقابل المال من موردي خدمات المعلومات لديكم؟ هل توفرون الخدمة والقيمة ذاتها إلى عملائكم؟ تعتبر اتفاقيات مستوى الخدمة الرسمية بين المستخدم ومزود خدمات الحوسبة إحدى الأعمدة الرئيسية اليوم في مجال إدارة تكنولوجيا المعلومات والاتصالات. وهي اتفاقيات مناسبة لأنشطة الحوسبة في المنزل، والاتصالات، وتطوير ودعم الأنشطة كما هي للعمليات التجارية أو عمليات إدارة المرافق. وتساعد هذه الاتفاقيات أيضاً من خلال تبني الحالة التجارية للمستخدم على توضيح متطلبات الحوسبة الشاملة للشركة، وتخفيف تخطيط القدرة، وتبيان الموارد وإنشاء الحالة للخطط الأمنية والإنعاش من الكوارث.

سوف تتمكنون من خلال اتفاقية مستوى الخدمة المنفذة بشكل فعال من إدارة الخدمات المعلوماتية بنشاط التي تمكنك بالتالي من الحفاظ على خدمات معلوماتية تتماشى مع الكفاءات الأساسية، والأهداف التجارية والتركيز الإداري الخاص بك، مع الحفاظ على مستويات عالية من الجودة.

تبدأ الدورة بتوزيع دليل ارشادي لمساعدتكم على تصميم وتنفيذ اتفاقات مستوى الخدمة الفعالة في مؤسساتكم. وفي وقت لاحق، سيعمل الجزء الثاني من الدورة على تعزيز فهمكم لعقود المعلوماتية. إنها دورة مميزة تغطي النواحي العملية، والتعاقدية، وتقديم المناقصات وعمليات التفاوض عند شراء بضائع وخدمات الحوسبة وتكنولوجيا المعلومات.

Content
  • Positioning The Major Objects
  • Service Catalogue And Portfolio
  • The SLA, Format And Structure
  • Organisation And Legalities
  • Creating And Agreeing An SLA
  • Deciding On External Sourcing
  • Tendering, Response And Supplier Evaluation
  • Tactics And Behaviour In Negotiation
  • Ensuring Measurement Of Key Performance Indicators
  • Managing SLAs
  • Managing Supplier Performance
  • Managing Customer Relationship
  • Managing Continuous Service Improvement
  • Dealing With Providers' Strategies And Charging Practices
  • Developing The SLM Competencies
  • Taking Culture And Regional Differences Into Account
  • The Implementation Project – The Mechanics
  • The Implementation Project – Managing The Change
  • تحديد مواقع الأهداف الأساسية
  • بيان ومحفظة الخدمات
  • إتفاقية مستوى الخدمة - الشكل والهيكل
  • التنظيم والجوانب القانونية
  • إنشاء إتفاقية مستوى الخدمة
  • اتخاذ القرار بشأن المصادر الخارجية
  • المناقصات والاستجابة وتقييم الموردين
  • التكتيكات والسلوك في التفاوض
  • ضمان قياس مؤشرات الأداء الرئيسية
  • إدارة إتفاقية مستوى الخدمة
  • إدارة أداء الموردين
  • إدارة علاقات العملاء
  • إدارة تحسين الخدمات المستمر
  • التعامل مع استراتيجيات مقدمي الخدمات والشحن
  • تطوير الكفاءات المتعلقة بإتفاقيات مستوى الخدمات
  • أخذ الثقافة والاختلافات الإقليمية بعين الاعتبار
  • تنفيذ المشروع - التقنيات
  • تنفيذ المشروع - إدارة التغيير
Who Should Attend

This innovative course has been specially designed for:

  • Those responsible for IT, computing centre management, data centres, systems management, computer services, operations, communications, network, user support, sales and services management, MIS, information centres, contract management and administration, 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, software vendors, hardware vendors, application integrators
  • IT managers new to purchasing and negotiating IT services
  • Purchasing, sales and marketing managers, supervisors and staff taking up such appointments for the first time

The course will also benefit those who have had little formal training in purchasing and negotiation who wish to consolidate their experience.

تم تصميم هذه الدورة المبتكرة خصيصًا ل :

  • المسؤولين عن تكنولوجيا المعلومات وإدارة مركز الحوسبة، ومراكز البيانات، وإدارة الأنظمة وخدمات الكمبيوتر، والعمليات والاتصالات والشبكة ودعم المستخدم والمبيعات والخدمات الإدارية، ونظم المعلومات الإدارية، ومراكز المعلومات، وإدارة العقود، والدعم التقني، ومكاتب المساعدة ومكاتب إدارة الخدمات.
  • جميع المستخدمين والعملاء لإدارة تكنولوجيا المعلومات والاتصالات الذين يرغبون في تحسين قيمة الخدمات التي يحصلون عليها، وبائعي الخدمات التكنولوجية، وبائعي البرامج والأجهزة والتطبيقات
  • مدراء تكنولوجيا المعلومات الجدد وغير المطلعين على كيفية التفاوض وبيع خدمات تكنولوجيا المعلومات
  • مدراء الشراء والبيع والتسويق والمشرفين والموظفين الذين يشغلون هذه المناصب للمرة الأولى

كما سيستفيد من هذه الدورة أولئك الذين تلقوا تدريبًا رسميًا متواضعًا في مجالي الشراء والتفاوض والذين يرغبون في تعزيز خبراتهم.

Benefits Of Attending
  1. Understand the strategic value of Service Level Agreements (SLAs) and their role in the internal and external supply chain
  2. Learn how to implement an SLA project and explore the Key Performance Indicators (KPIs) required in service measurement
  3. Design an SLA format for immediate use in your organisation and discover how to ensure vendor supply services exactly match your needs
  4. Understand the essential legal background for IT contracts and essential terms and conditions
  5. Discover advanced techniques to evaluate tenders and how to get the best deal from your suppliers
  • فهم القيمة الإستراتيجية لإتفاقيات مستوى الخدمة ودورها في سلسة التوريد الداخلية والخارجية
  • تعلم كيفية تطبيق مشاريع إتفاقيات مستوى الخدمة والتعرف إلى مؤشرات الأداء الرئيسية اللازمة في قياس الخدمات
  • تصميم شكل إتفاقيات مستوى الخدمات لاستخدامها فورًا في شركاتكم واكتشاف كيفية ضمان الحصول على الخدمات التي تتلاءم تمامًا مع متطلباتكم.
  • فهم الخلفية القانونية الضرورية لإبرام عقود تكنولوجيا المعلومات والشروط والأحكام الأساسية.
  • اكتشاف التقنيات المتطورة لتقييم المناقصات وكيفية إبرام أفضل الصفقات مع الموردين.
Course Director

    Fred van Leeuwen

    Netherlands


    Fred van Leeuwen is an international authority in the field, with a career dedicated to making IT work in companies. He has written thought-provoking publications on the subject and has lectured on nearly all the continents, to share his experiences with IT Directors, CIOs, CFOs, COOs, Marketing Directors and other Board Members.

    He is a true pioneer in the field. During his 40 years in the profession, he has worked in every conceivable IT discipline, including IT strategy formulation, programme management, process improvement, application development, technical infrastructure design and service management. He combines his knowledge of the content matter with excellent skills in organisational change management and a wide experience in multicultural management.

    His primary focus leans towards how companies can create more value from IT. He seeks to improve an understanding of the processes involved, to highlight the roles at board level and to improve the management competencies involved. He has also contributed to an academic programme for developing agile and innovative IT governance and principles embodied in Cobit 5.

    Fred is a sought after speaker and author. His latest publications include a book on improving the IT function and articles on IT governance and on the role of the board in IT value generation.

    A few years ago, in private life, he pushed boundaries to the extreme gaining new insights during a nine-month journey on his 10-meter yacht, rounding the Atlantic Ocean with his son. From this, he gained a lot of leadership lessons, some of which he will share with you.



Venue and Accommodation

    Conrad Hotel, Dubai

    Dubai, United Arab Emirates


    Conrad Hotel, Dubai, UAE

    Located conveniently in the hub of Dubai's commercial centre on Sheikh Zayed Road, Conrad Dubai is a stylish city haven within close proximity to Dubai's international financial and convention centre, one of the world's fastest growing airports, as well as world-class shopping destinations.

    • Impressive 54-story hotel
    • 555 luxury rooms and suites
    • Restaurant & Bar collection of 3 contemporary venues
    • One of the largest meeting spaces in the city, with a total area of 4,400 sqm
    • 5,500 sqm outdoor urban pool oasis
    • Fully equipped spa of 2,000 sqm
    • Full valet parking and automated car park with 1,056 parking spaces
    • Most convenient access to the World Trade Centre

    Conrad Dubai
    Sheikh Zayed Road
    P.O. Box 115143 Dubai
    Dubai, United Arab Emirates

    Tel +971 (4) 444 7444
    Fax +971 (4) 444 7445

    http://conraddubai.com/

    Accommodation

    Special delegate rates have been negotiated at selected hotels and we highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Hospitality Desk for required assistance on:

    T:+971-4-407 2693
    F:+971-4-407 2517
    E: hospitality@informa.com


    VISAS

    Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process.

    Kempinski Hotel, Mall of the Emirates

    Dubai, United Arab Emirates


    Kempinski Hotel Mall of the Emirates

    Celebrate the 10 year anniversary of Kempinski Hotel Mall of the Emirates which is connected to the award winning Mall of the Emirates, retailing 560 prestigious brands, a 24 screen multiplex cinema and the region's largest indoor ski slope and snow park.

    With 393 rooms and suites, including 20 stunning Aspen Chalets, we boast some of the most unique and modern accommodations. All rooms are well equipped with the state of the art technology for your comfort.

    A destination guaranteed to create memorable moments for business or leisure travelers; we welcome you to a five star luxury retreat.


    Kempinski Hotel Mall of the Emirates Dubai
    Sheikh Zayed Road, Al Barsha
    P.O. Box 120679
    Dubai, United Arab Emirates

    Tel +971 4 341 0000
    Fax +971 4 341 2327

    https://www.kempinski.com/en/dubai/mall-of-the-emirates

    Accommodation

    Special delegate rates have been negotiated at selected hotels and we highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Hospitality Desk for required assistance on:

    T:+971-4-407 2693
    F:+971-4-407 2517
    E: hospitality@informa.com


    VISAS

    Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process.


Course Fees
Date Course Fee Before
1 October 2017
Course Fee Before
5 November 2017
Final Fee
10 – 13 December 2017
(BC6756)
US$ 3,995 US$ 4,495 US$ 4,995
Date Course Fee Before
25 December 2017
Course Fee Before
29 January 2018
Final Fee
5 – 8 March 2018
(BC7017)
US$ 3,995 US$ 4,495 US$ 4,995
Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and pass the course examination will receive an Informa Certificate of Completion.


Pricing excludes 5% VAT, where applicable

*

Book and pay full fee for two colleagues and the third attends for FREE

  • Not applicable in conjunction with corporate discounts
  • Payment to be settled before start of the course to avail the offer
  • This offer is not applicable on Early Bird Prices

For more information, email Andy Watts on a.watts@informa.com

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