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SessionTwo019

C19. Why Service Level Agreements Fail -- and How to Make Yours Succeed
NaomiKarten

A service level agreement is a communication tool that helps two parties manage expectations, clarify responsibilities, and objectively assess service effectiveness. But establishing an SLA is a complex undertaking that can create bigger problems than those it is trying to solve. To help you improve your odds of success, I'm offering this consulting session. Bring your questions, issues, problems and curiosities concerning SLAs. We'll discuss them, and I'll offer advice, feedback and recommendations.

This session will draw from my more than a decade of experience providing SLA consulting and training internationally. For an excerpt from my handbook, "How to Establish Service Level Agreements,"
see http://www.nkarten.com/book2.html.

Learning Objectives:

To provide consulting support to people who would like help in:

- understanding SLAs
- establishing SLAs
- managing SLAs