Just realised this course on SLAs (Service Level Agreements) is cross cutting beyond BPO. I think IT Directors/Mnger, Legal and Procurement chaps could find it useful too. walu. --- On Tue, 1/6/09, Marketing ICT <marketing@ict.go.ke> wrote:

From: Marketing ICT <marketing@ict.go.ke> Subject: [kictanet] ICT SERVICE LEVEL AGREEMENT TRAINING, 19TH - 21ST JANUARY 2009 To: jwalu@yahoo.com Cc: "ICT Events" <events@ict.go.ke>, "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Tuesday, January 6, 2009, 10:37 AM *Business Process Outsourcing (BPO) /IT Enabled Services (ITES) *

*SERVICE LEVEL AGREEMENT (SLA) TRAINING *

*19TH TO 21ST JANUARY 2009*

Kenya ICT Board will facilitate a BPO/IT Enabled Services *Service Level Agreement training** course on 19th – 21st January 2009 from 8a.m. – 5.p.m*, *at Kenyatta International Conference Centre, Nairobi.*

This course is designed to equip participants with detailed understanding of the issues that arise in the negotiation and delivery of SLAs for ICT and BPO services such as scope creep, resources stretch, time and expectations management.

It encompasses skills for developing, managing and concluding contractual agreements for BPO/ICT related services, including but not limited to :-

1) BPO services

2) Call center services

3) Data/document management services,

4) Software development and/or animation

5) In-house agreements between departments, vendors, customers

6) IT Support and shared-services - 3rd Party ICT service-based contracts including hardware support and software support

*Program *

*Day 1:*

· Designing a Sourcing Strategy

· Designing Outsourcing Agreements

*Day 2:*

· Developing and Managing ICT Service and Service Level Agreements

· Managing Outsourcing Agreements

*Day 3:*

· Main components of a Service Level Agreement

· Success

· Failure

on completion, participants will be equipped with skills for:-

· Developing outsourcing and sourcing strategies

· Outsourcing procurement

· Identifying and stating service requirements

· Managing ICT service contracts

Who should attend?

· CEO's and CIO's

· Head of Legal Departments

· Business Development Directors and Managers

· IT Directors

· Risk Managers

· Contract Director and Managers

· Procurement and Purchasing Managers

· Sales Directors and Managers

The total cost is *$ 500( Ksh 40,000)* but Kenya ICT Board will subsidize the cost by 80% so that participants pay *Kshs. 8,000 only.*

Please email events@ict.go.ke to book your space today and visit Kenya ICT Board, 12th Floor Teleposta Towers to make your payments.

Deadline for registration: *12th January 2009**.*

Limited availability.

-- Marketing Department 12th Floor Teleposta Towers, Koinange Lane Entrance PO Box 27150 - 00100, Nairobi, Kenya Tel: 020-8015254 / 020-2089061 Fax: 020-2211962 _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet

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