The Binomial Bookstore

SERVICE LEVEL AGREEMENTS: NEGOTIATING A WIN-WIN DEAL
AVAILABLE ON VIDEO OR CD
by WatchIT

Program duration: 48 Minutes

"In today's dynamic e-commerce environment, keeping your mission-critical voice and
data
networks up and running is more important than ever. Whether you use in-house IT resources
or outsourced
service providers to deploy and maintain these systems, well-written Service Level
Agreements (SLAs) can
ensure that your network is available to customers, business partners, and employees
whenever they need
access to it. In this program, Naomi Karten of Karten Associates, a consultant and the author
of "How to
Establish Service Level Agreements," and Peter Vogel, an attorney and computer law
specialist with
Gardere & Wynne, explain why an SLA is the best tool for ensuring optimal network services.
In addition,
our experts specify what elements you must include in a well-structured SLA. As they take
you step by step
through the process of establishing an SLA, these two experts describe the secondary
benefits of an SLA,
discuss who should be involved in the negotiations, and reveal what you must do to create a
mutually
beneficial relationship.

"Viewers of the CD-ROM, Internet and intranet versions of the program will have access
to web
links that include "Put IT in Writing," with interviews and advice from several IT executives on
their
experiences with SLAs; "SLA Savvy: Five Secrets for Making Sure You Get the Most From
Your Service
Level Agreements," with tips from experienced SLA negotiators for a winning deal;
"Negotiating an
Effective Service Level Agreement," an attorney's detailed look at the process of creating an
SLA;
"Managing Service Level Agreements with Automated Tools," a product review in which
ENT Online
magazine and Client/Server Labs tested four service-level-agreement software packages for
Windows NT.
A white paper from Decisys, Inc., "Service Level Agreements," discusses the steps
necessary to build and
maintain a contract that matches the unique needs of a business. Recommended books
cover
benchmarking IT and outsourcing, as well as SLAs."

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PROGRAM TOPICS:

INTRODUCTION
AGENDA
THE BENEFITS OF ESTABLISHING A SERVICE LEVEL AGREEMENT
Naomi Karten: How SLAs Benefit IT
Service Level Agreements Between IT and External Vendors
Peter Vogel: SLAs Lead to Better Performance
External SLA vs.Internal SLA
CREATING THE SLA: WHY THE PROCESS IS CRITICAL
Naomi Karten: Creating an SLA Is a Collaborative Process
Naomi Karten: How IT Should Prepare for SLA Negotiation
Naomi Karten: How the Customer Should Prepare for SLA Negotiation
Psychological Benefits of Creating an Internal SLA
Peter Vogel: Have an Attorney Involved in the SLA Negotiation Process
NEGOTIATING THE TERMS OF THE SLA
Naomi Karten: Required Elements of an SLA
Peter Vogel: Situations to Avoid When Negotiating an SLA
Peter Vogel: Extra Costs in SLAs
Peter Vogel: Reasons Why Companies Enter Into SLAs
Peter Vogel: Plan for Periodic Reviews of Vendor Service
Stipulate Penalties for Non-Compliance
Peter Vogel: Tie Vendor Compensation to Performance Levels
LIVING WITH THE SERVICE LEVEL AGREEMENT
Naomi Karten: Getting Staff Buy-In on an SLA
Monitor Service Levels to Ensure Compliance with the SLA
Naomi Karten: Include a Change Process in an SLA
Peter Vogel: Try to Pre-Plan for Every Eventuality
THE GAME PLAN: STEPS USED TO CREATE AN SLA
Naomi Karten: Four Initial Steps Required to Set Up an SLA
Naomi Karten: A Six-Step Development Process
The Importance of the Internal SLA
Peter Vogel: Start With a Plan From Top Management
Peter Vogel: Develop a Request for Proposal
Peter Vogel: Allow Adequate Time for Negotiating
HOW TO PREVENT PROBLEMS FROM SABOTAGING SLAS
Naomi Karten: Management of an SLA Is Essential
Peter Vogel: Anticipate Problems
CURRENT TRENDS AND PERSPECTIVES ON SLAS
Peter Vogel: Effect of the Internet on SLAs
Perspectives on SLAs
Naomi Karten: Advice on Establishing an Internal SLA
Peter Vogel: Speak to Other Customers of the Vendor
Peter Vogel: Evaluate the Work and the Vendor Before Entering an SLA
CONCLUSION

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PRESENTER
Rick Adamson

"Rick Adamson, a professional narrator, spokesman and actor, has specialized in the
role of
educator for major corporations and publishing companies over the past ten years. Clients
include AT&T,
Johnson & Johnson, Canon, Sony, Merrill Lynch, Tyco and many more. His work ranges from
the
presentation of arcane medical and technical information, to storytelling narration for dozens
of children's
audiobook titles used in schools and libraries. Recent adult audiobook readings include Bill
Gates' 'The
Road Ahead,' and survival stories for Listen and Live Audio's 'Epic: Tales from the Highest
Peaks,' and
'Rough Water: Survival at Sea.' Rick lives in New Jersey with his wife and two young sons."

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INTERVIEWEES

NAOMI KARTEN

" Naomi Karten is president of Karten Associates, Randolph, Massachusetts. Her
background
includes a B.A. and an M.A. in psychology and extensive corporate experience in technical,
customer
support and management positions. She is a Qualified User of the Myers-Briggs Type
Indicator. Since
forming her own business in 1984, Ms. Karten has presented seminars and keynotes to
more than 100,000
people internationally. Her services, books and newsletters have helped organizations and
groups to
manage customer expectations, enhance their communications and consulting skills, provide
superior
customer service, and establish successful service level agreements. Ms. Karten is the
author of Managing
Expectations: Working With People Who Want More, Better, Faster, Sooner, NOW!, a book
that offers a
serious, yet lighthearted look at expectations in the workplace and how to manage them
better. She has
also written a handbook entitled, How to Establish Service Level Agreements, based on
many years of
experience consulting and presenting SLA seminars internationally. In addition, she has
published three
other books, as well as more than 200 articles. Ms. Karten is also the author and publisher of
Perceptions
& Realities, an illustrated, 8-page quarterly newsletter that offers ideas and advice on how to
deliver
superior service and manage customer expectations. Ms. Karten is a member of the
National Speakers
Association, and for three years was editor of NSA's newsletter for international speakers."

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PETER VOGEL

" Peter Vogel is a Partner with the law firm Gardere & Wynne of Dallas, Texas, where he
serves
as Chair of the e-Litigation and e-Commerce and Computer Technology Practice Groups.
Mr. Vogel holds
a Masters in Computer Science and a Certificate in Data Processing, and has worked as a
programmer,
systems analyst, graduate school lecturer and management consultant. He has written and
lectured
nationally on computer law topics, including the Internet, e-Commerce, and the discovery of
computer
evidence. Mr. Vogel served as President of the Dallas Bar Association, and has been chair
of a number of
committees. In 1997, he was appointed Chair of the Judicial Committee on Information
Technology by the
Chief Justice of the Texas Supreme Court, and he previously served on the Information
Technology Task
Force of the Texas Commission for Judicial Efficiency. Mr. Vogel also serves as a Court
Ordered Mediator
and Special Master in Computer Technology Matters."

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AVAILABLE ON:
Videotape, CD-ROM
Also available for internet delivery, and intranets. Inquire at info@rothstein.com for details.

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2000, CD or Video.
CD, order #DR556, $255.00.
Video, Order #DR555, $205.00.

SPECIAL ORDER ITEM. A restocking fee applies to returns.

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The Binomial Bookstore

Service Levels & Service Quality

Rothstein Associates Inc.