Service Level Agreements

Code

508

Start Date

2024-12-22

End Date

2024-12-26

City

Munich

Price

4950 $

Language

Participants

1-15

Hotel

Hotel Meeting Room

Provide us with your details and the team will contact you

Send to a friend

Please fill in all the fields below and a link will be sent to your e-mail when you click it. You will be redirected to the download page

Full Name

Mobile Number

E-mail

Please fill in all the fields below and a link will be sent to your email when it is clicked

Full Name

Mobile Number

E-mail

Interaction

This training course highlights the importance of Service Level Agreements to meet the needs of companies that are dependent on long-term partnership arrangements with external suppliers of services in achieving strategic goals. Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems.

The SLA establishes the measurement methodology that should drive the quality of service performance created as a legal contract between supplier and customer, or as a formal agreement between one internal supplier departments that provides corporate services to its internal client. It is imperative that everyone engaged in service provision understands the issues and processes involved in a service contract scenario.

This Training Course will feature:

The Benefits of Using Service Level Agreements
How the Different Levels of SLAs Operate
What is Involved in Planning, Writing and Managing Service Level Agreements
Different SLA Contracting Structures and Their Applications
SLA Strengths and Weaknesses, Dealing with Internal and External Contractors

What are the goals?

Plan and Draft a Range of Service Level Agreements & Construct and Control Contract Negotiations & Disputes
Articulate How Quality SLAs Should be Included Within the Procurement Processes
Negotiate Service Level Agreements with Internal and External Suppliers
Document Appropriate Quality Outcomes From Service Contracts
Evaluate the Likely Results from Alternative Service Performance Frameworks

Who is this training course for?

Service Delivery Professionals / Quality Assurance Professionals Contract Administrators, Contract Professionals and Project Coordinators
Specifiers, Buyers, Purchasing Professionals and Procurement Officers
IT Professionals
Those Involved in the Planning, Evaluation, Preparation and Management of Tenders and Awards for Service Contracts or Internally-Supplied Corporate Services

Course Outline

Day One: Principles and Functions of Service Level Agreements:
- The Need to Measure Quality of Performance
- Why, When and How Can SLAs Help to Achieve Quality
- Key Objectives
- SLAs: Contracts or Contract Substitutes?
- Introducing SLAs for Services Bought in From Contractors
- Use of Corporate SLAs Between In-House Departments
Day Two: Key Elements of a Service Level Agreements:
- What Services are Being Measured?
- Typical Quality Measures
- SLA Governance Frameworks: Managing, Measuring and Reporting Service Performance
- Duties of the Customer
- Risk Sharing and SLAs: Managing Problems
- Termination of the Agreement
Day Three: Drafting Your Service Level Agreement:
- Drafting Principles
- A Model Structure for the SLA
- Essential Elements of a Quality SLA
- Using Appropriate Measurement Language
- Carrots or Sticks to Encourage Achievement
- SLA Checklists
Day Four: Managing the In-Life SLA :
- Review Processes
- Using Escalation to Manage Quality Performance
- Keeping the SLA Relevant: Managing Changes
- Negotiation Techniques to Manage the Variation
- Customer Intervention Options with an Under Performing Contractor
- Learning and Applying Lessons for the Next SLA
Day Five: Using a Scorecard Approach to SLA Management:
- Origins of the Scorecard Approach
- Aligning the SLA with the Corporate Strategy
- Balancing the Needs of Stakeholders
- Planning and Constructing a SLA Scorecard
- Key Performance Indicators to Support the SLA
- Business Process Quality Improvement

To view the training curriculum, please click here
To view the registration, payment, and cancellation policy, please click here
To view the terms and conditions for the training program locations, please click here.

European Quality for Training and Consultancy is certified

ISO 9001-2015

Other Dates for the Courses

Procurement and Supply Chain Management Training Courses

Courses Category

Most Read

The Proposed Courses

Service Level Agreements

Interaction

This Training Course will feature:

What are the goals?

Who is this training course for?

Course Outline

Other Dates for the Courses

Categories

Other links

Search in site

Mailing List

Payment Methods

Cities

Contact us