Pre-Conference Workshop Day

Workshop Outline - Tuesday 23 July 2002

Service Level Agreements: what you put in and how you use them

8:00– 12:00 (Limited to 30 people)

presenters: Stephen Revill & Simon Martin - Bell Gully, Barristers and Solicitors

The aim of the workshop is to develop knowledge, skills and abilities amongst the participants to enable them to better manage business and legal risks associated with IT services using effective service level agreements. By the end of the workshop you will be better able to identify good and bad IT contracting practices relating to service levels; identify typical positions taken by suppliers on key contracting issues related to service levels; and manage better contracts post signing.

In order to achieve these objectives, the workshop will cover two case studies.

1. The negotiation of service levels and associated penalties and incentives, covering service level requirements, dependencies and rebates; performance measurement and reporting; limitations, assumptions and exclusions; specification of requirements; and scope of change;

2. Service level agreement and relationship management, covering the importance of the ongoing management of services that have been outsourced; monitoring and control techniques; alignment of business expectations; planning forward and the management of change; motivating the supplier towards change

Simon Martin specialises in corporate and commercial law with particular expertise in the communications and information technology industry. He is also involved in sponsorship, franchising, licensing, supply and distribution contracts. Stephen Revill has been a partner at Bell Gully since 1991 and has extensive experience in preparing and negotiating information technology contracts. Stephen has acted for government departments on a number of large scale IT contracts and has particular expertise with service level agreements

Smart Workload Management

8.00 – 4:30

presented by: New Zealand Institute of Management

This workshop is designed for those who feel overloaded and out of control as workloads increase, performance expectations increase, and resource levels diminish. This one day comprehensive workshop aims to provide you with a range of tools and techniques to manage time and put you in control of your burgeoning workload and will show you how to master your workload though the application of proven practices.

After the successful completion of this workshop day, you will be able to:

• Distinguish more clearly between productive and non-productive work
• Schedule work through effective workload management rather than merely adding more bullet point tasks to your ‘to do’ list
• Measure personal productivity, identify effectiveness and efficiency deviations, and close productivity gaps
• Analyse and classify work for external outsourcing and internal delegation purposes
• Undertake performance-based delegation to better use organisational resources and achieve required outcomes through empowerment
• Pre-empt workload problems through effective ‘what if’ analysis and minimize crisis work
• Analyse yourself and others for workaholic tendencies and identify addiction cures
• Apply time management principles
• Check the validity of current workload policies and remove non-value practices to reduce cycle time and enhance outcome quality
• Establish optimum balance among the conflicting constraints of work effort, output volume and deliverable performance
• Reorganise your work station to improve your workload management
• Decide right first time and eliminate rework costs and delays
• Apply the five steps for paperwork management and use overload shortcuts to resume control

Managing the IT Function

8.00 – 4:30

presented by: New Zealand Institute of Management

This workshop will familiarise you with the principals of managing IT from an organisational and functional perspective and how you might best apply these to your own situation. We will explore the practical implementation of these through practical examples and open discussion with opportunities to share knowledge and experiences. It is aimed at Team Leaders or Managers responsible for the IT area of a medium to large Government or private organisation.

You will be provided with an overview of accepted and proven IT management principles and techniques. From this workshop you will be able to:

• Understand how to plan for IS – Strategic and Operational, what is involved in preparing an ISSP (Information Systems Strategic Plan)
• Explore ways of measuring the IT unit’s success
• The IT budget – understand some of the options to account for and charge for IT services within an organisation
• Understand the role of the CIO and assess your role as a Manager
• Explore Management Structures and Systems – what are the options? What is right for your organisation?
• Evaluate outsourcing options – examine the reasons for and against, and potential risks
• Explore how new technologies may impact on IT Management
• Understand the issues and requirements of managing IT on your own