* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
SLA identifies the quality, quantity, delivery time, response, and problem-solving times of the services provided to the customer by the service provider by an agreement between the customer and the service provider. This training program emphasizes the importance of long-term partnership arrangements with external service providers in implementing the strategic goals of the Service Level Agreements for companies.
This comprehensive training course covers all the aspects of service level agreements that all service providers are required to know in order to understand the issues and processes included in the service contract.
What Do Participants Learn?
Plan And Draft Service Level Agreements
Construct, Control Contract Negotiations And Disputes
Including Quality Service Level Agreements In Procurement Processes
Negotiating Service Level Agreements With Internal And External Suppliers
Certification Of Appropriate Quality Outputs From Service Contracts
Evaluation Of Possible Outcomes From Alternative Service Performance Frameworks
Who Should Attend?
Contracts, Purchasing, And Project Personnel
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Section One: Fundamentals Of Service Level Agreements
How To Measure The Quality Of Performance
Achieving Quality With SLAs
Contracts And Contract Replacements
Services Purchased From Contractors
Using SLAs With Their In-house Customers
Section Two: Key Components Of Service Level Agreements
Which SLA Services Are Being Measured?
To Manage, Measure And Report Service Performance
Responsibilities Of The Customer
Solving And Managing Problems, Sharing Risks
Termination Of The Agreement
Section Three: Drafting SLAs
Building A Model For The SLAs
Key Elements Of A Quality SLA
Finding The Best Measurement Method
Carrot On A Stick Achievement
Section Four: Contract Management In Action
Scaling To Manage Quality Performance
Change Management: Keeping SLAs Relevant
Negotiation Techniques To Manage The Variation
Customer Intervention Options To A Low-performing
Lessons Learned From The SLA Experience And Preparing For The Next