Service Level Agreement (SLA)
STRATEGIC PLANNING, EFFECTIVE WRITING & EFFICIENT MANAGEMENT
£5250.00
Why this Training Course?
Al-Majd Pathways Centre (APC) recognises the paramount importance of Service Level Agreements (SLAs) in meeting the needs of companies that rely on long-term partnerships with external service providers to achieve strategic objectives. Professionals responsible for managing such corporate relationships must possess the skills required to effectively navigate these partnerships and address any challenges that may arise.
An SLA establishes the measurement methodology that drives service quality, whether as a legal contract between a supplier and customer or as a formal agreement between internal departments providing corporate services. It is essential for all involved in service provision to grasp the intricacies and processes involved in service contract scenarios.
Course Highlights
Understanding the advantages of utilising service level agreements.
In-depth exploration of various SLA levels and their functions.
Comprehensive guidance on planning, drafting, and managing service level agreements.
Examination of different SLA contracting structures and their applications.
Addressing the strengths and weaknesses of SLAs when dealing with internal and external contractors.
Educational Objectives
Upon successful completion of this training course, participants will:
Be proficient in planning and drafting various service level agreements, as well as constructing and managing contract negotiations and disputes.
Articulate how quality SLAs should be integrated into the procurement processes.
Negotiate service level agreements with both internal and external suppliers proficiently.
Document appropriate quality outcomes stemming from service contracts.
Evaluate potential outcomes of alternative service performance frameworks.
Who Should Attend?
This training course is highly valuable for professionals in purchasing, procurement, commercial and contracts management departments, as well as technical experts providing services under service level agreements. It equips them with a contextual understanding of their work, contract knowledge, and awareness of the different issues and risks associated with SLA contracting.
This course is suitable for a diverse range of professionals, including:
Service delivery professionals and quality assurance experts.
Contract administrators and contract professionals.
Project coordinators.
Specifiers, buyers, purchasing professionals, and procurement officers.
IT professionals.
Individuals involved in the planning, evaluation, preparation, and management of tenders and awards for service contracts or internally-supplied corporate services.
Training Approach
This comprehensive training course employs a wide range of adult learning techniques, fostering maximum understanding, comprehension, and retention of the material presented. Interactive sessions, group discussions, delegate group exercises, and case studies are integral components. Participants are encouraged to share their industry-specific issues and challenges for confidential discussion.
Course Outline
Day One: Principles and Functions of Service Level Agreements
Understanding the Necessity of Quality Performance Measurement
How SLAs Facilitate Quality Achievement: Why, When, and How
Key Objectives and Significance of SLAs
SLAs: Contracts vs. Contract Substitutes
Introducing SLAs for Services Procured from Contractors
Corporate SLAs: Internal Departments Providing Services
Day Two: Key Elements of a Service Level Agreements
What Services Are Subject to Measurement?
Common Quality Metrics
SLA Governance Frameworks: Managing, Measuring, and Reporting Service Performance
Customer Responsibilities in SLAs
Managing Risks and Challenges with SLAs
Termination of SLA Agreements
Day Three: Drafting Your Service Level Agreement
Principles of Effective Drafting
Model Structure for SLAs
Essential Components of a Quality SLA
Employing Appropriate Measurement Terminology
Motivational Strategies for Achievement: Carrots or Sticks
SLA Checklists
Day Four: Managing In-Life SLAs
Ongoing Review Processes
Utilising Escalation for Quality Performance Management
Keeping SLAs Relevant: Managing Changes
Negotiation Techniques for Handling Variations
Managing Underperforming Contractors: Customer Intervention Options
Learning and Applying Lessons for Future SLAs
Day Five: Implementing a Scorecard Approach to SLA Management
Origins of the Scorecard Approach
Aligning SLAs with Corporate Strategy
Balancing Stakeholder Needs
Developing and Constructing an SLA Scorecard
Key Performance Indicators to Support SLAs
Enhancing Business Process Quality Through SLAs
Language(s): English
Duration: One Week
Certificate of Completion: Upon successful completion of the course, participants will receive a Certificate of Completion from Al-Majd Pathways Centre (APC).