Description

Responding to the needs of customers internal or external to the IT department is formalized with a service level agreement (SLA). This training allows service commitments to be translated into a practical approach to SLA management. This method also facilitates the possibility of outsourcing services.

Who is this training for ?

For whom ?

Information systems directors, MOA/MOE managers, IT managers for studies, operations, quality, management controllers, financial management, purchasing departments.

Prerequisites

A basic understanding of the components and role of the IT department within an organization, as well as concepts related to the notion of service offering are recommended to follow this training.

Training objectives

At the end of this training, participants will be able to understand the concept of a service contract, to transform the IT department's commitments into SLAs, to supervise and execute a contract, as well as to analyze the implementation setting up an SLA in the context of outsourcing and Cloud Computing

Training program

• ALS: definition
  • - Contract or service agreement.
  • - Reminder of the different ITIL® commitments: needs, catalog, agreements, contracts, improvement plan, etc.
  • - The management of service levels: availability, capacity, costs, continuity, security.
  • - Performance measurement.
  • - Definition and characteristics of outsourcing.
  • - The place of e-SCM-CL in outsourcing contracts.
  • - Exercise: Reflections on SLA practices.
• SLA: assessment
  • - Positioning of services.
  • - Implications of the service provider and the client.
  • - Required means.
  • - ISO9000 version 2000 objectives.
  • - Criteria for choosing a service provider.
  • - Selection process.
  • - Exercise:
  • - Reflections on drawing up a catalog service.
  • - Establishment of indicators and their relevance for a service desk.
• SLA : cas d'application

  - n'as pas encore du programme

• SLA: implementation and monitoring of the contract
  • - Principal diagram.
  • - Measuring tools.
  • - Macro-planning.
  • - The kick-off meeting.
  • - Monitoring the activity.
  • - Exercise: Reflections on the implementation of a TMA.
• Offshore and information system
  • - State of the art of the market.
  • - The decision-making process towards offshore.
  • - Implementation and governance.
  • - The particularities of treatments with an offshore component.
• The case of Cloud Computing
  • - Changing consumption patterns.
  • - Points of view: decision-maker, user, IT specialist.
  • - SaaS offers.
  • - Contracting.