Estimate what technology service level agreements costs to run properly, and what is lost when it is not.
Designing Technology Service Level Agreements and Measuring Compliance
Learn to design, measure and defend your organisation's approach to technology service level agreements.
📍 Tunis🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Systems supporting technology service level agreements fail in ways that are obvious afterwards and invisible before. The documentation for level agreements is accurate only until the next release. Participants who influence this aspect of technology and systems delivery without directly controlling it will find the content directly usable. The programme converts technology service level agreements from an area of general awareness into a set of repeatable practices. A common pattern is strong design of the technology and systems delivery capability paired with weak follow-through. Participants gain a realistic view of what level agreements costs and what it returns. Applied research in technology and systems delivery consistently shows that early structure around technology service level agreements reduces downstream rework. The teaching approach is deliberately practical: participants build a technical standard for level agreements as they go. It ends with a prioritised list of changes to this area of technology and systems delivery that the participant is prepared to defend internally.
Expected Learning Outcomes
Assess and manage third-party and cloud dependencies in level agreements.
Establish monitoring and alerting on technology service level agreements that reflects user experience.
Agree the first three actions on level agreements that will be taken on returning to work.
Select indicators that show whether technology service level agreements is improving, and reject those that only look useful.
Test level agreements under realistic load before it meets real load.
Build the deployment pipeline for technology service level agreements so releases are routine rather than events.
Who Should Attend
Solution architects designing technology service level agreements.
Software engineers and technical leads building level agreements.
Managers with direct responsibility for technology service level agreements within the technical platform.
Service desk and support leads handling incidents in level agreements.
Project managers delivering changes to technology service level agreements.
Public sector officials applying level agreements within a regulated framework.
Course Modules
Technology service level agreements: requirements, targets and service levels
2 sessions · 8 pointsSession 1Getting other functions to support technology service level agreements
- Review access rights on technology service level agreements and remove what is no longer needed.
- Confirm the support model and escalation path for level agreements.
- Test the procedure for technology service level agreements against a realistic scenario.
- Anticipate the objections level agreements will raise and prepare the answers.
Session 2Reviewing level agreements when nothing has gone wrong
- Rehearse the briefing on technology service level agreements that would follow an incident.
- Confirm data retention and deletion rules applied within level agreements.
- Set the review interval for technology service level agreements and who attends.
- Reduce the variation in how level agreements is carried out between teams.
Level agreements: security, identity and least privilege
2 sessions · 8 pointsSession 1The decisions in level agreements that cannot be delegated
- Agree what will be standardised in technology service level agreements and what will not.
- Inventory third-party dependencies inside level agreements and their update status.
- Build the internal briefing that explains technology service level agreements to those affected.
- Identify single points of dependency in level agreements and reduce them.
Session 2The change to level agreements that caused the last outage
- Establish the boundary of technology service level agreements and record what sits outside it.
- Restore a backup of level agreements in a test environment and time it.
- Confirm every release of technology service level agreements can be rolled back within a defined time.
- State the availability and recovery objectives for level agreements as numbers.
Level agreements: incident response and severity
2 sessions · 8 pointsSession 1Monitoring level agreements from the user's point of view
- Assess the exit route from any cloud or vendor dependency in technology service level agreements.
- Run a load test on level agreements at expected peak plus a margin.
- Record the rationale for each significant choice made about technology service level agreements.
- Document the runbook for level agreements to the level a new engineer could use.
Session 2Setting availability and recovery targets for technology service level agreements honestly
- Define the trigger that would require technology service level agreements to be redesigned.
- Decide what will be stopped to create capacity for level agreements.
- Apply change control to technology service level agreements including emergency changes.
- Benchmark the organisation's level agreements against comparable operations.
Level agreements: backup, recovery and continuity
2 sessions · 8 pointsSession 1Retiring the legacy part of level agreements
- Define incident severity levels for technology service level agreements and the response each triggers.
- Record the technical debt in level agreements and schedule repayment.
- Prepare the response for the most likely failure in technology service level agreements.
- Review logging on level agreements for coverage and retention.
Session 2Designing level agreements around how it will fail
- Define acceptance criteria for technology service level agreements in advance.
- Identify the single points of failure in level agreements.
- Set escalation thresholds for technology service level agreements that work out of hours.
- Configure alerting on level agreements that reflects what users experience.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.