| This course is complementary to the Service Quality Management Overview. The course has a brief introduction to the concept of Service Quality Management and then goes on to consider why we need SLA Management. SLA Management Handbook is considered, the concept of Key Quality Indicators introduced and the methodology for determining KQIs explained. The course then goes on to explore the best practices associated with Service Level Management. | | 
| | Course Details | | Code: | N08-09 & N08-19 | | Title: | SLA Management Overview | | Instructor: | Andy Chalmers | | Day: | Monday, May 19, 2008 - PM Only (1:30pm - 5:30pm)
OR
Thursday, May 22, 2008 - PM Only (1:30pm - 5:30pm) | | Course level: | Introductory | Intended for:
| 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. | | Pre-requisites: | None. | | Length: | Half day | | Technology Being Taught: | This course is technology neutral. | | Highlights: | 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”. | | Upon completion, delegates will be able to: | - Understand how SLAs can be implemented in any environment;
- Appreciate the metrics that support customers in their quest for optimum service;
- Understand how business processes can represented in SLAs;
- Determine KQIs from first principles.
| | Agenda: | - Overview;
- Business processes related to SLAs;
- The SLA Handbook;
- KPIs and KQI.
| As with all official TM Forum courses, certificates of achievement will be issued.
| |
| | Instructor:
| | Andy Chalmers
Andy Chalmers has over 35 years experience in the Telecommunications Industry.
In the past 8 years Andy has specialized in OSS and in particular Service Management where he has worked for Service Providers, Software Vendors and as a Consultant on business transformation projects. For the TM Forum, he was editor of the Wireless service-based Measurements Handbook, a Contributor to the SLA handbook and presented the successful webinar on SLAs in November 2006. Andy is Director of the TM Forum’s Catalyst Program and is a program manager for the Applications Framework (TAM) team. He brings a range of perspectives to the subject, business, technical and operational. | | | |