Training: Sla & Outsourcing Strategies

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SERVICE LEVEL AGREEMENTS & OUTSOURCING STRATEGIES 15-16 October 2009

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JW Marriott Hotel, Kuala Lumpur, Malaysia

Your Service Level Agreements (SLAs) are the only proof and description of what you buy and what you receive in an outsourcing deal. This means that without an SLA you receive what is delivered and not what is required. This 2-day highly in-demand Course is designed to provide you with practical skills and tools needed to develop an effective Service Level Agreement (SLA) and to manage your service-based contracts, including how to: Improve understanding of the often misunderstood outsourcing relationship Increase awareness of what to look out for in an SLA Establish concise contractual terms Discover defects, obstacles and risks which may affect the SLA In a step-by-step approach, this course will take you through the tried and tested process of developing an SLA so that it ultimately performs as required. This entails identifying key issues and components so that the necessary terms and conditions are outlined in a practical and measurable SLA. Important issues and common concerns that accompany the process, such as legal technicalities, bonuses, penalties and pricing considerations will also be addressed. 6,*18372'$<

Strictly limited seating to ensure value added to all Participants - so book early! Comprehensive course materials will be provided. Delegates who successfully complete this course will receive the Asia Pacific Centre for Continuing and Professional Development Certificate for Participation

A division of the Asia Business Forum

6(59,&(/(9(/$*5((0(176 WHY YOU CANNOT MISS THIS COURSE

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By the end of the Course, you will be able to: 

REAP benefits from your service level agreements (SLA) by completely understanding what they are, when and how they should be used



8:00

REGISTRATION AND MORNING COFFEE

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9:00



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:$/. through the minefield of legal issues that are associated with SLA’s

SESSION 1: 29(59,(:$1','(17,)<,1*7+( 2%-(&7,9(62)$16/$ „What are Service Level Agreements (SLA) „Objectives of having an SLA „Structuring an SLA that is most suitable for the contracting par ties



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10:00



MAXIMISE your return from contracts prior to expiry by learning how to review contract performance and effectively assess future outsourcing options



IMPROVE your understanding of the purchaser/ provider relationship



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SESSION 2: 7+(6/$$1'7+(2876285&,1* AGREEMENT „Advantages and disadvantages of outsourcing „Defining the service to be outsourced „Assessing the service levels required „How to monitor performance levels - A system in place „Responsibilities of both contracting par ties „Regular communication between the contracting par ties



MANAGE change, renewal and exit procedure in your SLA

10:45

MORNING REFRESHMENT

11:00

SESSION 3: :25.6+23$ Participants will be presented with a scenario which will require them to consider the commercial and legal issues to be included in an SLA. This will facilitate an in-depth discussion of the structure and content of the SLA.

12:30

LUNCH

1:30   

SESSION 4:3$57,&8/$5,668(63$57 „The law of contract „Defining the scope of the SLA „Organising and managing the agreement

If you have a team of 6 or more people who need to attend this training, it is more cost effective to have this Course customised to your organisation – at your training site. Savings can be significant!

2:30     

SESSION 5:3$57,&8/$5,668(63$57 „Governing law and jurisdiction „The advantages and disadvantages of litigation, „arbitration and mediation „Strategies in mediation and arbitration „Drafting the most suitable dispute resolution clause

3:30

AFTERNOON REFRESHMENT

For more information on our in-house training programme, please email [email protected]

3:45

SESSION 6: :25.6+23%',6387(5(62/87,21 STRATEGIES A scenario will be presented to the participants that will require that they demonstrate their understanding of various dispute resolution procedures by reviewing and critiquing various sample draft dispute resolution clauses.

5:00

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GENERATE new opportunities and solutions for your service needs by finding out how to plan, implement and evaluate outsourcing relationships

WHO SHOULD ATTEND This Course is highly beneficial for managers and project leaders who are responsible for Service Level Agreements and/or outsourcing implementation and contracts. These include: Y Y Y Y Y Y Y Y Y

Contract Managers and Administrators Service Delivery Managers Shared Service Managers Tendering Managers Purchasing/Procurement/Logistics Managers Assets and Facilities Managers Project Leaders and Managers Corporate Legal Counsels Operations Manager

IN-HOUSE TRAINING

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Why Not Train More People for Less Money?

8:00am (Day 1) 8:30am (Day 2) 9:00am 10:30am to 10:45am 12:30pm to 1:30pm 3:00pm to 3:15pm 5:00pm

Registration and Coffee/Tea Coffee/Tea Programme Commences Morning Refreshment Lunch Afternoon Refreshment End of Programme

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8:30

MORNING COFFEE

9:00  

SESSION 7: 3$57,&8/$5,668(63$57 „Payment issues including taxes & interest for late payment „How to limit liability in certain circumstances and how to exclude liability (if any) „Remedies for breaches of the SLA including damages, service credits and indemnification „Security issues (e.g. disaster recovery issues) „Intellectual property concerns „Data protection and export control issues „How to protect confidentiality

    

  

SESSION 8: 3$57,&8/$5,668(63$57 „Building a flexible yet certain SLA „Structuring the change control process „Maintaining constant communication between contracting parties „Ensuring continuity of service „Case study: Implementing change control in an „Outsourcing Agreement

10:45

MORNING REFRESHMENT

11:00

6(66,21:25.6+23&'5$)7,1* 021,725,1*$1'&+$1*(&21752/&/$86(6 $1'352&('85(6 Participants will be faced with a scenario which will require them to analyse and apply the change control clauses in an SLA, thereby allowing them to identify the key steps to be followed and the issues involved when these clauses are triggered.

10:00   

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12:30

LUNCH

1:30   

6(66,21+80$15(6285&(,668(6 „The need for staff transfers „Personnel and personal aspects of managing staff „How to ensure the continuity of employment arrangements and the provision of services „Employment law issues „Case study: Structuring an HR Outsourcing Agreement

 

 

SESSION 11: TERMINATION „Liabilities upon different termination scenarios (including payment) „Service continuity upon termination of the SLA „Issues when handling over to a third party service provider

3:30

AFTERNOON REFRESHMENT

3:45

SESSION 12: :25.6+23'7(50,1$7,21 Participants will be confronted with a scenario where an SLA is to be terminated. This will enable the participants to examine the issues involved and steps to be taken when such a situation occurs and how to ensure, as far as possible, service continuity.

2:30 

5:00

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.KDOHHO 1DPD]LH is Director of G R Law Corporation. Khaleel was admitted as an Advocate & Solicitor of the Supreme Court of Singapore in 1994. He is also a member of the Law Society of England & Wales. He read for a Bachelor’s Degree in Law at the National University of Singapore and for a Master’s Degree in Computer and Communications Law at Queen Mary & Westfield College, University of London, the component subjects which were Information Technology Law, Intellectual Property Law, Telecommunications Law, Electronic Banking Law and Internet Law. Khaleel is particularly interested in legal issues related to outsourcing transactions and the legal and regulatory aspects of emerging technology. He has conducted a number of seminars and workshops in Singapore, Malaysia and many other countries in Asia on a variety of subjects, the most recent being on corporate law and service level agreements. Apart from his considerable experience in advising local and international clients in private practice on a variety of commercial, corporate and litigation matters, Khaleel has worked in the Asia Pacific Legal Department of Hewlett-Packard Singapore (Sales) as a Commercial Contracts Manager with special responsibility for the Asia Emerging Countries of Pakistan, Bangladesh and Vietnam. He also served as the senior legal counsel at the Singapore Telecommunications Limited as part of the SingTel Global Offices team with responsibility for negotiating the legal aspects of agreements (including Service Level Agreements) with a significant number of Fortune 500 companies. 620(&200(176)5203$673$57,&,3$176 “Very informative and good balance of lecturing and participation of delegates. Knowledge gained will be very useful in drafting future SLAs” ......................................................................................... “Excellent experience sharing! Not easy to sustain the interest of the class on such a heavy, technical topic. Well done!” ......................................................................................... “Good presenter, very well versed” ......................................................................................... “The structure in the presentation and the various components/framework approach to SLA is practical” ......................................................................................... “Workshop examples are interesting and reflect what’s encountered in reality”

KEY POINTS ABOUT THIS COURSE This 2 day Course is specially designed so that participants will learn how to get their SLAs and outsourcing initiative right and lead them to lasting and mutually profitable customerservice provider relationship that deliver real competitive edge. This programme includes practical strategies that will assist you in planning, developing and managing SLA that delivers direct benefit to the organisation.

$&712:5(*,67(572'$< CALL (603) 2070 3299 or FAX (603) 2070 3369 or logon to www.abf-asia.com