Mohd Fayoumi, Director of Engineering - Movenpick, United Arab Emirates

The whole event was very well organized and the trainer was experienced. I only have one word for Kexxel Group - G.R.E.A.T.!!!!


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Service Level Agreements: Measuring Service Cost & Quality @ Singapore


Service Level Agreements: Measuring Service Cost & Quality @ Singapore
Service Level Agreements: Measuring Service Cost & Quality @ Singapore
05 July 2012 - 06 July 2012
5 Star Hotel - To Be Announced (Singapore) - Singapore
In House Training , Information Technology


Andrew Hiles- Published Writer & International Speaker of SLA & BCM

As Director of Kingswell International he was a pioneer in the development and application of Service Level Agreements for IT and non-IT services. Andrew has delivered service orientation and service management projects for blue chip companies and public bodies.

Andrew has had IT negotiating responsibility for purchasing and sales spanning some 25 years. He is a Fellow of the Business Continuity Institute and a Member of the British Computer Society. Andrew was Founder-Chairman of the influential European Information Market (EURIM) group which supports the UK Parliament’s All-Party EURIM Group in handling European legislation. His software package, “SLA FRAMEWORK”, has been purchased by leading international companies.

Andrew Hiles

Amazon Best Selling Books:

Service Level Agreements: A Framework on CD-ROM for iT and Technology

Complete Guide to IT Service Level Agreements: Matching Service Quality to Business Needs

Service Level Agreements: Winning A Competitive Edge for Support & Supply Services


Some of clients Andrew worked with:
-American Express
-Arab Insurance Group (Abu Dhabi)
-Emirates Bank
-Labuan Offshore Financial Service Authority (Malaysia)
-Lippo Bank (Indonesia)
-Philips Electronics
-British Gas
-Shell International Petroleum
-Hong Kong Government
-European Central Bank (Frankfurt)
-Sun Microsystems




“Very good speaker, very good information. I did learn a lot about SLAs. It was value for money.”
Mohamed Ahmed Al Lamkl, SO2 Coms & Infosec, Ministry of Defense, Oman

“The course was well structured and presented in a dynamic and open environment. Thank you for this well established course. I hope to join you in other events.”
Amjad Hijazi, Assistant Manager Development & Service Quality, Domestic Banking Division, Riyadh Bank, KSA

“Objectives met. Very Good. Content excellent.”
Ahmed Abdullah Ahmed Bin Lahej, Head of Technical Support & Follow-up Unit, Dubai Ports, Customs & Free Zone Corporation

“An enjoyable course with sections relevant to some current objectives in our business.”
Steven Knowles, IT Manager, Adidas UK Ltd

“Excellent. Very useful for my work at the current stage of selecting a supplier”
Ahmed Alkooheji, IS Specialist, Batelco

“Excellent course…. Provided good detail across all the broad elements underpinning SLAs”
Keith Warland, Service Availability Leader, American Express

Program Agenda

Day 1
Session 1: Introduction & Workshop Objectives
Session 2: Service Level Agreements
Session 3: Implementing SLAs- The SLA Project
Session 4: Delegate Exercise #1
Session 5: Measuring the Service- What, Where and How
Session 6: Delegate Exercise #2

Day 2
Session 1: Managing SLAs
Session 2: Exercise #3
Session 3: Creating a Service Level Agreement
Session 4: Format and Structure of the SLA
Session 5: Delegates Exercise #4
Session 6: The Legal Background- Contracts
Session 7: SLA & Contract Surgery

Who Should Attend?

• CIOs
• IT Managers
• Computing Centre Managers
• Data Centre Managers
• Systems Managers
• Computer Services Managers
• Contact Centre and Help Desk Managers
• Supply Chain Managers
• Purchasing Managers
• User Support Managers
• Service Delivery Manager
• Applications and Development Managers
• Service Level Management Manager
• Business Consultants
• Vendor Relations Manager
• Contract Managers
• Legal Manager
• Quality Managers
• Sales and Services Managers
• Outsourcing Manager and anyone who is involved in SLA process.

**********For more details kindly download the brochure***********
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Save up to 50% from in-house course
You may wish to consider having an in-house course delivered locally on-site if you have the number of participants with similar training needs.this course can be customized to fit specific requirements. for more information about IHT kindly send your enquiries to This e-mail address is being protected from spambots. You need JavaScript enabled to view it


5 Star Hotel - To Be Announced (Singapore)
Country: sg