Creating And Managing Service Level Agreements (2-Hours) |
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elearning
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Creating & Managing Service Level Agreements is a 1-Hour live eLearning course.
eLearning
Overview
The acronym SLA (service level agreement) has
long been associated with technical guarantees between service providers and
their customers; however, SLAs can also encompass non-technical guarantees of
service. Billing, account management, and customer service all have
quantifiable parameters that can be tied to specific provider requirements.
This eLearning Course details traditional and non-traditional SLA
considerations for organizations.
View and listen to an instructional
presentation, then interact with the instructor, as well as other participants,
and ask questions during a roundtable discussion at the conclusion of the
course. Participants not only have the opportunity to interact with instructors
during this live event, but also receive supporting materials for reference
during and after the course. Course materials are designed to enforce and
enhance the principles learned during the session.
How you
will benefit
This one-hour eLearning course addresses the development of
organization-specific SLAs. You'll learn best practices for identifying the
SLAs most important to your organization.
Who Should
Attend
Vendor Management Staff, Telecom and IT Managers and Directors, and any telecom
professionals supporting relationship management processes.
Course
Outline
I. Traditional SLAs
a. Network Availability
b. Time to Restore
c. Latency
II. Additional Considerations
a. Billing SLAs
b. Provisioning SLAs
c. Customer Service SLAs
d. Service Satisfaction SLAs
III. Credit Request Process
a. Written Documentation
b. Calendar Limitations
c. Financial Limitations
IV. Roundtable Discussion
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