Service Level Agreements Course

BMC Training provides Service Level Agreements in Project , Procurement and Contracts. There are 37 training sessions in different cities.

Service Level Agreements Course Schedule

Type a city name
Venue Start Date End Date Details
Dubai , UAE 24 - 9 - 2023 28 - 9 - 2023
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Paris , France 24 - 9 - 2023 28 - 9 - 2023
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Istanbul , Turkey 1 - 10 - 2023 5 - 10 - 2023
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London , UK 8 - 10 - 2023 12 - 10 - 2023
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Dubai , UAE 15 - 10 - 2023 19 - 10 - 2023
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Paris , France 15 - 10 - 2023 19 - 10 - 2023
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Kuala Lumpur , Malaysia 22 - 10 - 2023 26 - 10 - 2023
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Kuala Lumpur , Malaysia 5 - 11 - 2023 9 - 11 - 2023
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Istanbul , Turkey 12 - 11 - 2023 16 - 11 - 2023
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Dubai , UAE 19 - 11 - 2023 23 - 11 - 2023
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Paris , France 19 - 11 - 2023 23 - 11 - 2023
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London , UK 26 - 11 - 2023 30 - 11 - 2023
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London , UK 3 - 12 - 2023 7 - 12 - 2023
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Istanbul , Turkey 10 - 12 - 2023 14 - 12 - 2023
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Dubai , UAE 17 - 12 - 2023 21 - 12 - 2023
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Paris , France 17 - 12 - 2023 21 - 12 - 2023
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Kuala Lumpur , Malaysia 24 - 12 - 2023 28 - 12 - 2023
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Istanbul , Turkey 7 - 1 - 2024 11 - 1 - 2024
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Kuala Lumpur , Malaysia 14 - 1 - 2024 18 - 1 - 2024
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London , UK 21 - 1 - 2024 25 - 1 - 2024
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Dubai , UAE 28 - 1 - 2024 1 - 2 - 2024
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Paris , France 28 - 1 - 2024 1 - 2 - 2024
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London , UK 4 - 2 - 2024 8 - 2 - 2024
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Istanbul , Turkey 11 - 2 - 2024 15 - 2 - 2024
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Kuala Lumpur , Malaysia 18 - 2 - 2024 22 - 2 - 2024
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Dubai , UAE 25 - 2 - 2024 29 - 2 - 2024
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Paris , France 25 - 2 - 2024 29 - 2 - 2024
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Kuala Lumpur , Malaysia 3 - 3 - 2024 7 - 3 - 2024
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London , UK 10 - 3 - 2024 14 - 3 - 2024
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Dubai , UAE 17 - 3 - 2024 21 - 3 - 2024
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Paris , France 17 - 3 - 2024 21 - 3 - 2024
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Istanbul , Turkey 24 - 3 - 2024 28 - 3 - 2024
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Kuala Lumpur , Malaysia 7 - 4 - 2024 11 - 4 - 2024
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Istanbul , Turkey 14 - 4 - 2024 18 - 4 - 2024
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London , UK 21 - 4 - 2024 25 - 4 - 2024
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Dubai , UAE 28 - 4 - 2024 2 - 5 - 2024
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Paris , France 28 - 4 - 2024 2 - 5 - 2024
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Course Description

Introduction

This 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 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

Objectives

  • Plan & draft a range of service level agreements & construct & 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.

Content

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 underperforming 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