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This one-day course provides an overview of managing outsourced vendor contracts and service level agreements (SLAs). It covers the components of the vendor relationship management process, the structure of outsourcing agreements including statements of work and SLAs, how to construct effective SLAs including selecting appropriate metrics and reviews, and addresses common misconceptions regarding SLAs. The course aims to help participants develop, implement, and manage outsourcing agreements and SLAs.
This one-day course provides an overview of managing outsourced vendor contracts and service level agreements (SLAs). It covers the components of the vendor relationship management process, the structure of outsourcing agreements including statements of work and SLAs, how to construct effective SLAs including selecting appropriate metrics and reviews, and addresses common misconceptions regarding SLAs. The course aims to help participants develop, implement, and manage outsourcing agreements and SLAs.
Copyright:
Attribution Non-Commercial (BY-NC)
Formati disponibili
Scarica in formato PDF, TXT o leggi online su Scribd
This one-day course provides an overview of managing outsourced vendor contracts and service level agreements (SLAs). It covers the components of the vendor relationship management process, the structure of outsourcing agreements including statements of work and SLAs, how to construct effective SLAs including selecting appropriate metrics and reviews, and addresses common misconceptions regarding SLAs. The course aims to help participants develop, implement, and manage outsourcing agreements and SLAs.
Copyright:
Attribution Non-Commercial (BY-NC)
Formati disponibili
Scarica in formato PDF, TXT o leggi online su Scribd
Managing Outsourced Vendor Contracts and Service Level
Agreements (SLA’s) Course Duration: 1 Day
COURSE OUTLINE
The Structure of an IT Outsourcing
Components of the Vendor/Supplier Agreement Relationship Management (VSRM) Process · Statement of Work (SOW) · Code of conduct · Service Level Agreements (SLA) · Registration process · Metrics Definitions o Choosing metrics that · Segmentation of vendors promote the desired · Vendor assessment behavior · Status of Vendor o Choosing metrics that · Vendor De-registration reflect factors within · Vendor Empanelment the party's control · MOU with Vendor o Choosing metrics that · Vendor Rating/Performance are readily collected Monitoring o Striving for a · Performance Evaluation manageable amount Process of information · Vendor Recognition Criterion o Establishing an · Vendor Termination Process appropriate baseline · Vendor Feedback · Operating Principles · Vendor Communication Purpose and Construction of a Five Principles for Selecting SLA Service Level Agreement Metrics · Assess whether an SLA is · Choose measurements that appropriate. motivate the right behavior · Get management commitment. · Ensure metrics reflect factors · Designate SLA managers. within the service provider's · Educate the parties involved control about SLAs. · Choose measurements that are · Assess current services. easily collected. · Gather customer feedback. · Avoid choosing an excessive · Ensure agreement about the number of metrics, or metrics agreement; create a draft. that produce a voluminous · Solicit feedback. amount of data. · Complete pre-implementation · Set a proper baseline. activities, such as establishing Categories of SLA Metrics tracking mechanisms and · Volume of work conducting pilots. · Quality of work · Implement and manage the · Responsiveness agreement. · Efficiency Structure of an SLA Regular SLA Reviews · Introduction and purpose · Review the criteria for the SLA · Services to be delivered and target performance · Performance, Tracking and · Measure performance for the Reporting current period · Problem Management · Analyze problems and the · Fees and Expenses impact on the user · Customer Duties and · Negotiate corrective action plans Responsibilities for the new or ongoing problems · Warranties and Remedies · Assign necessary resources · Security · Intellectual Property and Ten Misconceptions about SLAs Confidential Information SLA Checklist · Legal Compliance and Ten Key Questions for Developing Resolution of Disputes Effective Service Level Agreements · Ending the Agreement · General Agreement Clauses