GPF Executive Workshop on Excel in Developing, Implementing & Managing Service Level Agreements.
GPF Executive Workshop on Excel in Developing, Implementing & Managing Service Level Agreements.
Dear colleagues
Executive Workshop on Excel in Developing, Implementing & Managing Service Level Agreements.
Why SLA is important?
SLA is important to ensure the cloud meets the requirements of the enterprise. In order to survive in today’s world, one must be able to expect the unexpected as there are always new, unanticipated challenges. Service Level Agreements (SLAs) manage performance tracking information and provide system feedback on service agreements among departments within a company. You can use this information to quantify the level of service you receive within your organization, from service contracts with outside vendors (outsourcing contracts included), and to determine if resources are available when you need them. It is important to know that when an outage occurs for a resource specified in a service agreement, the provider responds as promised. Service Level Management collects SLA performance information automatically to track service guarantees. If you can detect the failure of a service guarantee, it is easier to protect yourself from future occurrences and limit the economic impact.
The only way to consistently overcome these challenges is to create a strong initial set of ground rules, and plan for exceptions from the start. Challenges can come from many fronts, such as networks, security, storage, processing power, database/software availability or even legislation or regulatory changes. We operate in an environment that can spans geographies, networks, and systems. It only makes sense to agree on the desired service level and measure the real results from time to time. In some sense, the SLA sets expectations for both parties and acts as the roadmap for change in the cloud service – both expected changes and surprises?
The SIX Ways why SLA fail?
Bonus – a sample SLA agreement will be given
Another bonus – remember if you are supplier or vendor downstream, you may be a customer in upstream. So either way, the principles and best practices of SLA shared in this course applies to you bothways.
Do You Know What Should Be in The SLA?
In order to consistently develop an effective SLA, a list of important criteria needs to be established. Let’s start with an initial list:
Availability (e.g. 99.99% during work days, 99.9% for nights/weekends)
Performance (e.g. maximum response times)
Security / privacy of the data
(e.g. encrypting all stored and transmitted data)
Disaster Recovery expectations
(e.g. worse case recovery commitment)
Location of the data
(e.g. consistent with local legislation)
Access to the data (e.g. data retrievable from provider in readable format)
Portability of the data
(e.g. ability to move data to a different provider)
Process to identify problems and resolution expectations (e.g. call center)
Change Management process
(e.g. changes – updates or new services)
Dispute mediation process
(e.g. escalation process, consequences)
Exit Strategy with expectations on the provider to ensure smooth transition
In Just Two Days, You Will:
- Learn to evaluate, negotiate and enforce SLA’s
- Understand the contractual basis of SLA’s
- Be able to measure and quantify your SLA’s
- Properly structure all your SLA’s
- Learn to re-negotiate SLA’s successfully
- Understand the risks involved with SLA’s
- Learn what to do if things go wrong
- Know what to do if the agreement is breached
- Understand the influence of common law and recent legislation on your SLA
- Understand the legal implications and remedies
- Learn how to adapt typical outsourcing agreement provisions to your needs
- Re-negotiate your SLA’s effectively and reap the benefits of working smarter not harder
Who Should Attend
The course is aimed towards developing service level managers, contract managers, procurement and finance professionals in service level agreements, business account executives and IT professionals. This course will provide individuals with an in-depth understanding of service level agreements; including clauses that are cause for, developing, managing and implementing service level agreements. As a seasoned practitioner, it will give you the opportunity to brush up on your skills.
Course Outline
Day 1 – morning session
- The 6 Ways failing a SLA
- Group discussion “My Perception of SLA”
- What successful SLA Should Cover?
- Objectives and Features Of SLA
- Service Performance Level
- Services and Parameters of Service Defined
- Benefits of gain-sharing method
– What is the Gain?
- Measurements, Benchmarks And Targets Utilized
Morning networking break
- Negotiating An Effective SLA
- Negotiating Fees and Expenses
- Problems in positional bargaining
- Harvard Negotiation Project
- Getting to “Yes” to your terms & conditions
- Why you fail? – the breakthrough strategies
- Getting as much as you can
- Negotiating SLAs – tricks & traps
- What critical items to negotiate for?
- The Must-Do things to stay protected
- Not forgetting the intellectual property matters
Lunch
Day 1 – Afternoon session
- Service Monitoring And Tracking
- Reporting Analyzed Results
- Regular Reviews By Provider and Recipient
- Problem Management
- Resolution of Disputes And Default
- Video clip on mediation (= extended form of negotiation)
- Customer Duties and Responsibilities
- When will liquidated damages clause be valid?
- The Doctrine of Penalty applies at common law
- Duty of Care and Hours of Work
Afternoon tea break
- Variations of Requirements
- Amendments to SLA – a commercial reality?
- The doctrine of variation and its 4 exceptions
-fresh consideration by both vendor & customer
-amendment under seal by deed
– exception under Williams v Roffey case
– doctrine of promissory estoppel
- Real Life Case studies and Discussions
- Quiz test
Day 2 – Morning session
- The Real Obligations Of SLA
- SLA is not a “wish list”
- The 3 Keys for effective SLA
- Define Key Services Offerings
- What is the Realistic Expectations
- Allocation of Proper Resources to Deliver Required Work
- Performance Goals and Measurements
- Specify SLA’s reward & remuneration
- Constraints and Maintenance Schedules
- Addendums – Contact List or Critical Record Outputs
- A Look at Sample SLA agreement (over 100 pages) for class discussion
- Lessons Learnt – Effective SLA is powerful took for Customer Relationship Management efforts
Morning Coffee Break
- Communications Strategies in Service Level
- Best practice in service level management (SLM)
- Critical communication strategies
- Communication Tools And Techniques
- Effective Meetings
- Training Sessions
- Publications
- Personal Contact
- Presentations and Managing Intranet
- Best Practices of avoiding conflicts & Problems
- Group Discussions
- Best Practices in Managing the Parties
- Managing Customers / Recipient / Client
- Managing demands, perceptions & expectations
- Continual Customer Education
- Providing Feedback and keeping in touch
- Managing Vendor / Supplier / Provider
- Change control procedure
- Essential elements contract – checklist
- Managing Staff / Personnel
- Criticism of new system?
- In-class discussions
Lunch
Day 2 – Afternoon Session
- Service Credits, Charges, Penalties
- Damages
- Fair regime for service credits?
- Bonus and service debits
- Disputed charges
- Sharing best practices on escalator clauses with multiplier factor
- Questions and Answers
- Intellectual Property Rights in Outsourcing Contracts
- Patents, know-how technology, products or processes required to provide services
- Ownership and Use of IP Rights during Services Arrangement
- Background and Foreground IP rights
- copyright in software, manuals, publications or reports produced
- confidential information or commercial trade information
- Confidentiality and NDAs
- Sharing session – You got to be protected!
About the Course Director
Catherine Tay Swee Kian has over 35 years of experience lecturing business and contract law as Associate Professor at the National University of Singapore (NUS), Department of Strategy and Policy, NUS Business School. She is currently lecturing in Industrial Relations and Labour laws at the Ong Teng Cheong Institute of Labour Studies for over 11 years. She was a Visiting Consultant and adjunct lecturer at the Institute of System Science, NUS for over 16 years lecturing IT outsourcing contracts, intellectual property and contract law. She has lectured and facilitated at many seminars, workshops and customised courses for many companies, organisations, hospitals and institutes of higher learning both in Singapore, Malaysia, Thailand and overseas in topics including contract law management and contract administration.
She is an Advocate and Solicitor of the Supreme Court of Singapore. She is also a barrister-at-law (of Lincoln’s Inn, United Kingdom). She was Associate Director of the law firm Bernard & Rada Law Corp.
She was a committee member of the editorial board of the Singapore Accountant Journal, Journal of the Institute of Certified Public Accountants of Singapore and the (United Kingdom) The Company Lawyer. She was on the Board of Overseas Editors for the (United Kingdom) Journal of Financial Crime, an official publication of the Cambridge International Symposium on Economic Crime. She was a member of the editorial board of the “Singapore Polytechnic Graduate Guild Journal”. She is currently the Chief Editor of Management Development Institute of Singapore Journal.
She has presented several papers at many conferences and seminars on Business Law, Company and Insolvency Laws both overseas and in Singapore. She conducts in-house training courses for hospitals, banks, statutory boards, hotels, commercial firms and companies, clubs and associations including Keppel Shipyard, IBM, Singapore Power; SingTel Mobile Singapore Pte Ltd; ST Logistics; Changi Airports International; PetroChina International (Singapore) Pte. Ltd; Frasers & Neave Centrepoint; Dentsu Singapore Pte Ltd; Bismark, Indonesia; Singex – Singapore Expo; HSBC Bank; Solar Energy Research Institute of Singapore (SERIS); College of Insurance, Singapore; Social Service Institute; HDB.
She graduated from the Queen Mary College, University of London with a Bachelor of Laws (Honours) degree in 1977 and a Master of Laws degree in 1979, in which she specialised in Company, Shipping, Insurance and Marine Insurance Laws. She was called to the English Bar by Lincoln’s Inn in 1978. She did her pupillage under the Honourable Lady Mary Hogg in London and returned to Singapore in the law firm of Rodyk & Davidson. She won the Aw Boon Haw and Aw Boon Par Memorial Prize for the overall best student in 1980 during her postgraduate practical law course in Singapore. She was called to the Singapore Bar in 1980.
She is an author of several law books, including the latest book which she co-authored with haematologist A/Prof (Dr.) Tien Sim Leng, Senior Consultant from Singapore General Hospital”. She contributed a medico-legal chapter in the book “Paediatric Vision Care – Current Practice and Future Challenges edited by Ai-Hong Chen and Susan J Leat. Her other law books include:
Company Formation Practice Manual (1983, Malayan Law Journal)
Bankruptcy – The Law & Practice (1984, Butterworths)
Judicial Management (1987, Malayan Law Journal)
A Law Handbook for Businessmen (1990, Print & Publish)
Directors’ Duties & Liabilities including Insider Trading (1985, Times Books International) ;
Your Rights as a Consumer – A Guide to Sale of Goods, Hire-Purchase and Small Claims Tribunal (1986, Times Books International)
Contract Law including E-Commerce Law (1987, Times Books International)
Hotel and Catering Law (1992, SNP Publishers Pte Ltd)
Investing in Stocks and Shares (1993, Specialist Press)
How to Write a Will? (2003, Big Publications Pte Ltd)
How to Collect Your Debts? – A Guide to Bankruptcy Law (1994, SNP Publishers Pte Ltd)
Buying and Selling Your Property – An Essential Guide to the Singapore Property Market (1994, Times Books International)
Investing in HDB Property (1995, Times Books International)
Investing in Real Estate (1996, Longman Singapore Publishers Pte Ltd)
Copyright and The Protection of Designs (1997, SNP Publishers Pte Ltd)
A Guide to Protecting Your Ideas, Inventions, Trade Marks & Products (1997, Times Books International)
Resolving Disputes by Arbitration (1998, Singapore University Press)
E-Commerce Law (2000, Times Books International)
Medical Negligence (2001, Times Books International)
Know Your Rights – Employment Law (2002, Times Books International)
Infectious Diseases Law & SARS (2003, Times Books International)
Slim Chance Fat Hope (2004, World Scientific Publishing)
Medico-Legal Issues in Emergency Medicine & Family Practice: Case Scenarios (McGraw-hill)
Medico-Legal and Ethical Issues in Eye Care: Case Scenarios for Optometrists, Opticians, Ophthalmologists (McGraw-hill)
Medico-Legal and Ethical Issues in Cardiology and General Medicine : Case Scenarios (McGraw-hill)
Biomedical Ethics and Medical Law in Blood Transfusion Practice: Case Scenarios (Armour Publishing)
Costs:
On or one month Before : The ‘Early Bird’ Rate is SGD3095 – Save SGD400!
Special Offer! – 3 Delegates For The Price of 2 in This Category! Save SGD3095!
The Regular Rate is SGD3495
Special Offer! – 3 Delegates For The Price of 2 in This Category! Save SGD3495!
Note: All fees stated include luncheons, refreshments and complete set of documentation. It does not include the cost of accommodation and travel.
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