Course : SLA, define and manage service contract commitments
Practical course - 2d
- 14h00 - Ref. BPI
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 | Understanding the concept of a service contract |
| Translating IT department service commitments into an SLA |
| Implementing and managing a contract |
| Analyze SLA implementation in the context of outsourcing and cloud computing |
Intended audience
Information systems managers, project managers, IT managers, quality controllers, financial managers, purchasing managers.
Prerequisites
Basic knowledge of the components and role of the IT department within an organization, as well as concepts related to the notion of service offering.
Course schedule
1 Service level agreement (SLA): definition
- Service contract or agreement.
- Reminder of the different ITIL® commitments: requirements, catalog, agreements, contracts, improvement plan, etc.
- Service level management: availability, capacity, costs, continuity, security.
- Performance measurement. Definition and characteristics of outsourcing.
- The place of e-SCM-CL in outsourcing contracts.
Exercise
Reflections on service level agreement (SLA) practices.
2 Service level agreement (SLA): evaluation
- Service positioning.
- Implications for the service provider and the client.
- The necessary resources.
- ISO 9000 version 2000 objectives.
- Criteria for choosing a service provider.
- Selection processes.
Exercise
Reflections on establishing a service catalog. Establishing indicators and their relevance to a service desk.
3 Service level agreement (SLA): case studies
- Helpdesk: examples of financial and quality metrics.
- The user workstation.
- Fleet management.
Exercise
Datacenter metrics and capacity management.
4 Service Level Agreement (SLA): contract implementation and monitoring
- Schematic diagram.
- Measurement tools.
- Macro-planning.
- The kick-off meeting.
- Activity monitoring.
Exercise
Consideration of third-party application maintenance (TMA).
5 Offshore and information systems
- The state of the art.
- Offshore decision-making processes.
- Implementation and governance.
- Special features of offshore treatments.
6 The case of Cloud Computing
- Changing consumption patterns.
- Points of view: decision-maker, user, IT specialist.
- SaaS offers.
- Contractualization.
Customer reviews
4,1 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
BIANCA G.
24/09/26
2 / 5
I didn’t learn anything from this training course. The course was disorganised, with no transitions between topics, and the programme for mastering SLAs wasn’t followed.The trainer had no interaction with the participants; he simply read from his handouts: he forgot to go round the room to introduce everyone, didn’t ask what the participants expected from the course, and didn’t check whether we were following or satisfied… No exercises were carried out. The content was outdated: r
STÉPHANIE L.
24/09/26
2 / 5
The trainer wasn’t very engaged. The content remained very broad and generic, and the participants’ backgrounds were too diverse, with different challenges and ways of working. Issues relating to cyber security, AI or the GDPR were not covered. What added value does this offer compared to ChatGPT? As for the shabby room, it was difficult to hear the participants in the class, the trainer was nowhere to be seen, and I won’t even mention the time wasted on technical issues at the start of the morn
Publication date : 07/12/2024
PARTICIPANTS
Information systems managers, project managers, IT managers, quality controllers, financial managers, purchasing managers.
PREREQUISITES
Basic knowledge of the components and role of the IT department within an organization, as well as concepts related to the notion of service offering.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Information systems managers, project managers, IT managers, quality controllers, financial managers, purchasing managers.
PREREQUISITES
Basic knowledge of the components and role of the IT department within an organization, as well as concepts related to the notion of service offering.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.