| Workshop – SLAs and OLAs: The Key to Multi-vendor Management (Part I) | |
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Wednesday, 21 May 2008
11:00 AM-12:00 PM | |
Speakers: Jim Longwood, William Maurer, Lorrie Scardino
Location: National Harbor 10
Session Type: Gartner Workshop
Track: D | Business Imperatives: Experience Level: Advanced, Life Cycle Phase 3: Contract Development & Negotiation, Life Cycle Phase 4: Sourcing Management |
Multisourcing requires new methods and metrics to manage a team of service providers and suppliers toward a common goal. This includes end to end service levels, operating level agreements among internal and external service providers, and clearly defined roles and responsibilities for all parties. This “hands-on” working session will provide participants with the best practices for constructing relevant performance metrics that foster collaboration as opposed to competition among service providers. |
Key Issues:
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- What are end-to-end service levels and OLAs and how do they fit in a service management program?
- How can organizations build the right performance metrics to drive service provider collaboration?
- How can organizations use SLAs and OLAs to manage end-to-end services and enable the achievement of business outcomes?
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