Service level agreement

The rapid evolution of IT technologies and the ever-increasing volume of software assets to manage are two of the main critical issues in corporate IT sectors. The effort required for the maintenance of existing application software indeed heavily influences and limits the development of new “solutions,” requested by operational departments within the company and aligned with IT evolutionary trends. In this context, many companies are orienting towards outsourced concession part or all of the Application Management service, with the dual objective of clearly defining the related costs and freeing up resources for the evolution of the IT Systems in a way that is consistent with its core business.
Service Level Definition Among all the parties involved in the provision of the service itself, Customer-Supplier-Subcontractors, it is a fundamental condition for achieving the required quality and efficiency objectives.
The course provides guidance on defining Application Management services and on setting up/drafting a Service Level Agreement document. The course introduces the use of Function Points as a tool to first express and then objectively monitor service levels.