| Management and operational staff who are responsible for the development and implementation of metrics associated with SLAs. These include: Business managers, business analysts, legal staff, solution architects, operations managers, and process practitioners from network operators, service providers, solution vendors, and systems integrators. |
None. |
| This course is technology neutral. |
| This course explores the need for SLAs, why they are important and the move towards SLAs that move beyond simply reporting on performance indicators. The concept of the Key Quality Indicator is introduced and the use of and methodology for determining KQIs, investigated. The course is interactive and attendees will have ample opportunity to “get involved”. |