sla

Franchise Partner

Online Media Partners

workshops on 29th September & Conference on 30th September & 1st October At JW Marriott, Mumbai

Conferences Program

Day 1 : Tuesday, 30th September 2008
9.15 am		Registration and Morning Tea

10.00 am		Welcome and Opening speech by Chair
		Mr. Ravi Shankar Managing Partner 21st Century Law Firm

10.15 am		Building the Content of an SLA
		Hitesh Veera Senior Vice President for Operations & Service Kotak Mahindra Old Mutual Life Insurance
		Structuring an SLA
		Bare minimum and essential aspects to be addressed in an SLA
		Elaboration on critical aspects

11.00 am		Morning Tea and Refreshment

11.30 am		Understanding the Legal Structure of an SLA
		B. Gopalakrishnan Senior Vice President & Head Law Axis Bank Ltd
		Work policies and termination
		Inspection and right to audit
		Sub-contracting
		Limitation of liability
		Termination and arbitration
		Non-exclusive agreement
		Regulatory issues, governing law and jurisdiction
		Compliance and negotiation for Multi-National SLA

12.15 pm		SLA as an Tools for Measuring and Monitering Performance
		Anuj Gupta Director MIEL e-Security Pvt. Ltd
		Need of SLA
		Kind of SLA in security and dtorage
		Do’s & Don’ts for right SLA into security product
		Management and monitoring of SLA

1.00 pm		Networking Luncheon

2.00 pm		Case Study Opportunities and Challenges for the New Delivery Module
		Girish Mankame Senior Manager- Corporate IT Mahindra & Mahindra Ltd
		Managing transitions
		Knowledge transfer
		Knowledge acquisition process
		Managing change
		Mahindra & Mahindra - A Case Study

2.45 pm		Driving Service Orientation in Supply Chain Function Through SLA's
		Manish Shakalya National Manager - Supply Chain Baxter (India) Pvt. Ltd
		Evaluating the need to drive service orientation in the supply chain
		Measuring service levels and identifying gaps to drive excellence in Supply Chain
		Outlining SLAs across all links of the Supply Chain
		Defining Service levels to achieve on time delivery
		Enhancing the customer service experience and supplier relations through SLAs

3.30 am		Afternoon Tea and Refreshment

3.45 pm		A Framework for Business Process Outsourcing Governance
		Nari Kannan CEO Ajira Technologies, Inc.
		SLA Metrics - People, Process and Technology
		Ensuring all aspects of the business process execution are covered leading up to Process Excellence
		Measuring the efficiency of this metrics by evaluating "you are doing things right" and "you are doing the right things"
		Examples of efficiency and effectiveness metrics may make sense?
		Discussion on the systematic, exhaustive and complete way to relevant aspects of a business process
		Deeper understanding on manual and automated ways of doing this framework

4.30 pm		Security Aspects While Drafting and Managing SLAs
		Sameer Shelke
		Co-Founder and Chief Operating Officer
		Aujas Networks Pvt. Ltd

		Components of an SLA
		Security requirements
		Objectives of security components in an SLA
		Suggested methods for creating & managing security in an SLA
		Risks and mitigation measures

5.15 pm		End of Day One

Day 2 : Wednesday, 1st October 2008
9.15 am		Registration & Welcome Coffee

9.45 am		Welcome and Opening Address

10.00 am		Experiences with Insourcing SLAs
		K Raghunathan Chief Technology Officer Blue Star Infotech Ltd.

		Two sides of the coin: user and service provider perspectives.
		Aspects of contract: SLA’s like - pricing, staffing, inclusions and exclusions, renewal etc.
		Service types and appropriate SLAs
		Operational support for tracking performance against SLAs
		Structured review of the performance
		Opportunities for value creation with innovative SLAs

10.45 am		Inter-Group Service Level Agreements
		Abhijit Sen Chief Financial Officer Citigroup

		Inter-company transactions
		Challenges on the regulatory front
		Transfer pricing considerations and constraints
		Shared services complexities and pitfalls

11.30 am		Morning Tea and Refreshment

11.45 am		SLA from the Logistics and Supply Chain Management Perspective
		Syed K. Husain Chief Operating Executive – Logistics First Flight Couriers Ltd


		Logistics to supply chain – An evolution
		Why people outsource?
		What is outsourced?
		Multiplicity and complexity of SCM SLAs

12:30 pm		Case Study Service Level Agreement - The Cadbury India Way
		Saurabh Tiwari Supply Services Manager Cadbury India Ltd

		Understanding the customer
		Key aspects that drive customer end KPIs
		Engaging the customer
		Assessing and reviewing the relationship
		Making the partnership road map for service excellence

1.15 pm		Networking Luncheon

2:15 pm		SLA in Service Industry
		Mrinal Chakraborty
		GM - IT & OPS Process
		DTDC Worldwide Express Pvt. Ltd

		What is SLA in service industry
		Why SLA is critical to get a assured service from a service provider
		What are the critical components of a SLA
		Templates of a good SLA to get a great service
		Hidden matters in SLA
		SLA & it's benefit

3:00 pm		Service Scope & Aligning your Business Objectives to SLA
		Align IT service and business objectives for the maximum Return on Investment (RoI).
		Service scope & SLA definition
		Problem escalation management and performance tracking
		Proactive approach and predict potential problems associated with IT infrastructure (e.g., availability and performance) before they become bigger issues
		Local and global security and legal compliance

03:45 pm		Selecting Your Service Provider Efficiently & Managing the Tendering Process
		Preparation – objectives, strategy and models
		Pre-selection - Request for Information (RFI) open or close
		Tendering – Request for Proposal (RFP), summit, receipt of bids and discussion
		Selection – evaluation, short listing, due diligence and negotiations

4.30 pm		Afternoon Refreshments and End of Day Two

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