Session Details

Service Level Agreements - A key to management of expectations and service delivery - Day 1

Title:	Service Level Agreements - A key to management of expectations and service delivery - Day 1
Topic/Stream:	3
Presentation Synopsis:	2 day course - total delegate cost £399 (Excl VAT) - contact events@itsmf.co.uk to book During the course we will discuss and outline a Service Level Agreement structure, a Service Level Management process as well as a governance structure based on the guidelines of the ITIL V3 Service Design publication. We will try to achieve this goal through a combination of theory, discussions, break-out sessions and examples from the delegates' own organizations. Course objectives: • Obtain a number of means to manage customer expectations and deliver what is expected. • Discuss and outline a structure of Service Level Agreements • Discuss and outline a Service Level Management process • Understand the need of governance structures to support Service Level Management
Speaker/Organisation:	Christian F. Nisson - CFN People
Organisation:	Post Conference training
Session Date:	Thursday, 11 November at 09:00
Speaker Biography:	Christian F. Nissen is the CEO of CFN People in Denmark. He has more than twenty years of experience in the IT Service Management and IT Governance areas. Christian has regularly delivered training (certification as well as more practical oriented training) since he entered the IT industry and the last five years he has provided training in other countries than Denmark, such as Norway and Slovenia. Christian was the founder of itSMF Denmark and its first chairman. Today he is a member of the itSMF International Editorial Advisory Taskforce (EAT) as well as the board of the Danish Computer Society (DANSK IT). Christian was mentor on the ITIL version 3 Service Operation book and the author of “The Official ITIL Foundation Study Aid” from TSO. He is now a member of the APMG Senior Exam Panel (ITIL V3 Master team, ITIL V3 Service Strategy team and the Quality Management team) and reviewer of the updated ITIL V3 publications. Christian is a lecturer at the IT University of Copenhagen and has received the Gold medal from the University of Copenhagen. He is Fellow at the Institute of IT Service Management (FISM) and Graduate Diploma in Business Administration (HD).

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