20-21 January 2011, Warsaw

An intensive 2 day SLA workshop to help delegates understand:

• The value of SLAs in the economic downturn
• How customers can get what they need – and not pay for what they don’t
• How vendors can limit their services – while still achieving customer satisfaction
• How to win and keep customers with SLAs
• The strategic value of SLAs – supporting Mission Achievement
• How SLAs can Improve Earnings per Share (EPS), Earnings Before Interest, Tax, Depreciation and
• Amortization (EBITDA) and Return on Investment (ROI)
• The role of SLAs in Corporate Governance and their role in supply chain management
• How to implement an SLA project
• How to design, write, apply and manage SLAs

Why You Should Attend

This course is intended for participants who have some prior knowledge of SLAs and for those embarking on a SLA project. It is an intensive, practical workshop studded with real life case studies and examples.

How You and Your Organisation Will Benefit

Participants will:

• Learn how SLAs can deliver Value for Money (V4$)
• Appreciate the benefits and constraints of SLAs
• Learn how SLAs can reduce the risk of supply chain failure and support
• Discover how to develop and implement a SLA project
• Know what to include in a SLA
• Understand how to create manageable and effective SLAs

Who Should Attend

IT and IS Managers, Computer Services Managers, Computing Centre Managers, PC and User Support Managers, Data Centre Managers, Operations Managers, MIS Managers, Information Centre Managers, IT Contract Managers, Business Consultants, User Support Staff, Technical Support Staff and all Customers and Users wishing to optimise the value of the services they receive from their computing organisation.

Meet Your Expert Seminar Leader

Andrew Hiles, BA, FBCI, MBCS, is a Director of Kingswell International – an international consultancy specialising in delivering service and managing business risk. He has helped hi-tech, financial transport and government bodies to develop and enhance customer support and service desk functions and has supported both customers and suppliers in Service Level Agreements, Market Testing, Outsourcing and Facilities Management. Andrew has had IT negotiating responsibility for purchasing and sales spanning some 25 years. He is a Fellow of the Business Continuity Institute and a Member of the British Computer Society. Andrew was Founder-Chairman of the influential European Information Market (EURIM) group which supports the UK Parliament’s All-Party EURIM Group in handling European legislation. His books on
Service Level Management, Help Desk Management and Business Continuity are published by Rothstein Inc. He contributed to Croner’s Guide to IT Purchasing. His software package, “SLA FRAMEWORK”, has been purchased by leading international companies.

Andrew is a published writer and international speaker on service management. He presented at Cranfield, Henley, Ashbridge and GEC Management Colleges and at numerous workshops and conferences in Europe, USA, South America, South Africa, the Middle East, the Indian sub-continent, Hong Kong, the Philippines, New Zealand and Australia.

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