Service Level Agreements Course

Learn to create and manage effective service level agreements for enhanced project performance. Join this practical training course. BMC Training offers Service Level Agreements Course in Project , Procurement and Contracts Courses.

  • English
  • 125 Training Sessions
  • Confirmed
  • One Week
Service Level Agreements Training Course

Detailed description for visually impaired users: The image presents a view of Service Level Agreements Training Course

Type a city name or a month
Venue Start Date End Date Net Fees Details & Registration
Kuala Lumpur , Malaysia 16 - Jun - 2024 20 - Jun - 2024 4750 GBP
Rome , Italy 16 - Jun - 2024 20 - Jun - 2024 7300 GBP
Barcelona , Spain 16 - Jun - 2024 20 - Jun - 2024 6950 GBP
Zurich , Switzerland 16 - Jun - 2024 20 - Jun - 2024 7950 GBP
Istanbul , Turkey 23 - Jun - 2024 27 - Jun - 2024 4700 GBP
Bali , Indonesia 23 - Jun - 2024 27 - Jun - 2024 8100 GBP
Singapore , Singapore 23 - Jun - 2024 27 - Jun - 2024 7500 GBP
Washington , United States 23 - Jun - 2024 27 - Jun - 2024 11000 GBP
Dubai , UAE 7 - Jul - 2024 11 - Jul - 2024 4987.5 GBP
Paris , France 7 - Jul - 2024 11 - Jul - 2024 6700 GBP
Hong Kong , Hong Kong 7 - Jul - 2024 11 - Jul - 2024 8500 GBP
London , UK 14 - Jul - 2024 18 - Jul - 2024 4950 GBP
Madrid , Spain 14 - Jul - 2024 18 - Jul - 2024 6950 GBP
Munich , Germany 14 - Jul - 2024 18 - Jul - 2024 7900 GBP
Berlin , Germany 14 - Jul - 2024 18 - Jul - 2024 7900 GBP
New York , United States 14 - Jul - 2024 18 - Jul - 2024 10900 GBP
London , UK 21 - Jul - 2024 25 - Jul - 2024 4950 GBP
Madrid , Spain 21 - Jul - 2024 25 - Jul - 2024 6950 GBP
Munich , Germany 21 - Jul - 2024 25 - Jul - 2024 7900 GBP
Berlin , Germany 21 - Jul - 2024 25 - Jul - 2024 7900 GBP
New York , United States 21 - Jul - 2024 25 - Jul - 2024 10900 GBP
Amsterdam , Netherlands 14 - Jul - 2024 18 - Jul - 2024 8100 GBP
Amsterdam , Netherlands 21 - Jul - 2024 25 - Jul - 2024 8100 GBP
Istanbul , Turkey 28 - Jul - 2024 1 - Aug - 2024 4700 GBP
Bali , Indonesia 28 - Jul - 2024 1 - Aug - 2024 8100 GBP
Singapore , Singapore 28 - Jul - 2024 1 - Aug - 2024 7500 GBP
Washington , United States 28 - Jul - 2024 1 - Aug - 2024 11000 GBP
Tokyo , Japan 7 - Jul - 2024 11 - Jul - 2024 9750 GBP
Milan , Italy 14 - Jul - 2024 18 - Jul - 2024 6950 GBP
Milan , Italy 21 - Jul - 2024 25 - Jul - 2024 6950 GBP
Dubai , UAE 4 - Aug - 2024 8 - Aug - 2024 4987.5 GBP
Paris , France 4 - Aug - 2024 8 - Aug - 2024 6700 GBP
Hong Kong , Hong Kong 4 - Aug - 2024 8 - Aug - 2024 8500 GBP
Kuala Lumpur , Malaysia 11 - Aug - 2024 15 - Aug - 2024 4750 GBP
Rome , Italy 11 - Aug - 2024 15 - Aug - 2024 7300 GBP
Barcelona , Spain 11 - Aug - 2024 15 - Aug - 2024 6950 GBP
Zurich , Switzerland 11 - Aug - 2024 15 - Aug - 2024 7950 GBP
Istanbul , Turkey 18 - Aug - 2024 22 - Aug - 2024 4700 GBP
Bali , Indonesia 18 - Aug - 2024 22 - Aug - 2024 8100 GBP
Singapore , Singapore 18 - Aug - 2024 22 - Aug - 2024 7500 GBP
Washington , United States 18 - Aug - 2024 22 - Aug - 2024 11000 GBP
London , UK 25 - Aug - 2024 29 - Aug - 2024 4950 GBP
Madrid , Spain 25 - Aug - 2024 29 - Aug - 2024 6950 GBP
Munich , Germany 25 - Aug - 2024 29 - Aug - 2024 7900 GBP
Berlin , Germany 25 - Aug - 2024 29 - Aug - 2024 7900 GBP
New York , United States 25 - Aug - 2024 29 - Aug - 2024 10900 GBP
Amsterdam , Netherlands 25 - Aug - 2024 29 - Aug - 2024 8100 GBP
Tokyo , Japan 4 - Aug - 2024 8 - Aug - 2024 9750 GBP
Milan , Italy 25 - Aug - 2024 29 - Aug - 2024 6950 GBP
Dubai , UAE 22 - Sep - 2024 26 - Sep - 2024 4987.5 GBP
Paris , France 22 - Sep - 2024 26 - Sep - 2024 6700 GBP
Hong Kong , Hong Kong 22 - Sep - 2024 26 - Sep - 2024 8500 GBP
London , UK 1 - Sep - 2024 5 - Sep - 2024 4950 GBP
Madrid , Spain 1 - Sep - 2024 5 - Sep - 2024 6950 GBP
Munich , Germany 1 - Sep - 2024 5 - Sep - 2024 7900 GBP
Berlin , Germany 1 - Sep - 2024 5 - Sep - 2024 7900 GBP
New York , United States 1 - Sep - 2024 5 - Sep - 2024 10900 GBP
Amsterdam , Netherlands 1 - Sep - 2024 5 - Sep - 2024 8100 GBP
Kuala Lumpur , Malaysia 8 - Sep - 2024 12 - Sep - 2024 4750 GBP
Rome , Italy 8 - Sep - 2024 12 - Sep - 2024 7300 GBP
Barcelona , Spain 8 - Sep - 2024 12 - Sep - 2024 6950 GBP
Zurich , Switzerland 8 - Sep - 2024 12 - Sep - 2024 7950 GBP
Istanbul , Turkey 15 - Sep - 2024 19 - Sep - 2024 4700 GBP
Bali , Indonesia 15 - Sep - 2024 19 - Sep - 2024 8100 GBP
Singapore , Singapore 15 - Sep - 2024 19 - Sep - 2024 7500 GBP
Washington , United States 15 - Sep - 2024 19 - Sep - 2024 11000 GBP
Tokyo , Japan 22 - Sep - 2024 26 - Sep - 2024 9750 GBP
Milan , Italy 1 - Sep - 2024 5 - Sep - 2024 6950 GBP
Dubai , UAE 20 - Oct - 2024 24 - Oct - 2024 4987.5 GBP
Paris , France 20 - Oct - 2024 24 - Oct - 2024 6700 GBP
Hong Kong , Hong Kong 20 - Oct - 2024 24 - Oct - 2024 8500 GBP
Kuala Lumpur , Malaysia 27 - Oct - 2024 31 - Oct - 2024 4750 GBP
Rome , Italy 27 - Oct - 2024 31 - Oct - 2024 7300 GBP
Barcelona , Spain 27 - Oct - 2024 31 - Oct - 2024 6950 GBP
Zurich , Switzerland 27 - Oct - 2024 31 - Oct - 2024 7950 GBP
Istanbul , Turkey 6 - Oct - 2024 10 - Oct - 2024 4700 GBP
Bali , Indonesia 6 - Oct - 2024 10 - Oct - 2024 8100 GBP
Singapore , Singapore 6 - Oct - 2024 10 - Oct - 2024 7500 GBP
Washington , United States 6 - Oct - 2024 10 - Oct - 2024 11000 GBP
London , UK 13 - Oct - 2024 17 - Oct - 2024 4950 GBP
Madrid , Spain 13 - Oct - 2024 17 - Oct - 2024 6950 GBP
Munich , Germany 13 - Oct - 2024 17 - Oct - 2024 7900 GBP
Berlin , Germany 13 - Oct - 2024 17 - Oct - 2024 7900 GBP
New York , United States 13 - Oct - 2024 17 - Oct - 2024 10900 GBP
Amsterdam , Netherlands 13 - Oct - 2024 17 - Oct - 2024 8100 GBP
Tokyo , Japan 20 - Oct - 2024 24 - Oct - 2024 9750 GBP
Milan , Italy 13 - Oct - 2024 17 - Oct - 2024 6950 GBP
Dubai , UAE 17 - Nov - 2024 21 - Nov - 2024 4987.5 GBP
Paris , France 17 - Nov - 2024 21 - Nov - 2024 6700 GBP
Hong Kong , Hong Kong 17 - Nov - 2024 21 - Nov - 2024 8500 GBP
London , UK 24 - Nov - 2024 28 - Nov - 2024 4950 GBP
Madrid , Spain 24 - Nov - 2024 28 - Nov - 2024 6950 GBP
Munich , Germany 24 - Nov - 2024 28 - Nov - 2024 7900 GBP
Berlin , Germany 24 - Nov - 2024 28 - Nov - 2024 7900 GBP
New York , United States 24 - Nov - 2024 28 - Nov - 2024 10900 GBP
Amsterdam , Netherlands 24 - Nov - 2024 28 - Nov - 2024 8100 GBP
Kuala Lumpur , Malaysia 3 - Nov - 2024 7 - Nov - 2024 4750 GBP
Rome , Italy 3 - Nov - 2024 7 - Nov - 2024 7300 GBP
Barcelona , Spain 3 - Nov - 2024 7 - Nov - 2024 6950 GBP
Zurich , Switzerland 3 - Nov - 2024 7 - Nov - 2024 7950 GBP
Istanbul , Turkey 10 - Nov - 2024 14 - Nov - 2024 4700 GBP
Bali , Indonesia 10 - Nov - 2024 14 - Nov - 2024 8100 GBP
Singapore , Singapore 10 - Nov - 2024 14 - Nov - 2024 7500 GBP
Washington , United States 10 - Nov - 2024 14 - Nov - 2024 11000 GBP
Tokyo , Japan 17 - Nov - 2024 21 - Nov - 2024 9750 GBP
Milan , Italy 24 - Nov - 2024 28 - Nov - 2024 6950 GBP
Dubai , UAE 15 - Dec - 2024 19 - Dec - 2024 4987.5 GBP
Paris , France 15 - Dec - 2024 19 - Dec - 2024 6700 GBP
Hong Kong , Hong Kong 15 - Dec - 2024 19 - Dec - 2024 8500 GBP
Kuala Lumpur , Malaysia 22 - Dec - 2024 26 - Dec - 2024 4750 GBP
Rome , Italy 22 - Dec - 2024 26 - Dec - 2024 7300 GBP
Barcelona , Spain 22 - Dec - 2024 26 - Dec - 2024 6950 GBP
Zurich , Switzerland 22 - Dec - 2024 26 - Dec - 2024 7950 GBP
Istanbul , Turkey 8 - Dec - 2024 12 - Dec - 2024 4700 GBP
Bali , Indonesia 8 - Dec - 2024 12 - Dec - 2024 8100 GBP
Singapore , Singapore 8 - Dec - 2024 12 - Dec - 2024 7500 GBP
Washington , United States 8 - Dec - 2024 12 - Dec - 2024 11000 GBP
London , UK 1 - Dec - 2024 5 - Dec - 2024 4950 GBP
Madrid , Spain 1 - Dec - 2024 5 - Dec - 2024 6950 GBP
Munich , Germany 1 - Dec - 2024 5 - Dec - 2024 7900 GBP
Berlin , Germany 1 - Dec - 2024 5 - Dec - 2024 7900 GBP
New York , United States 1 - Dec - 2024 5 - Dec - 2024 10900 GBP
Amsterdam , Netherlands 1 - Dec - 2024 5 - Dec - 2024 8100 GBP
Tokyo , Japan 15 - Dec - 2024 19 - Dec - 2024 9750 GBP
Milan , Italy 1 - Dec - 2024 5 - Dec - 2024 6950 GBP

Course Syllabus

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

Related Courses

PPC99

Tendering, Procurement and Negotiation Skills and Advanced Planning In Supply Chain Management Course

Develop skills in tendering, procurement, and negotiation with advanced supply chain planning techniques in this training course.
PPC6

Event Management Essentials Course

Gain the skills to plan and manage successful events with precision and creativity in this essential training course.
PPC9

Value Engineering Skills Course

Enhance your ability to optimize project value through value engineering techniques. Join this training course to master the skills.
PPC49

Advanced Legal Translation Course

Explore advanced legal translation techniques in this training course. Develop skills to accurately translate legal documents and contracts.
PPC47

Advanced Contracts Translation Course

Develop expertise in advanced contracts translation in this training course. Learn techniques to accurately translate complex contractual language.
PPC5

Bootcamp for Project Management Professionals Course

Take your project management skills to the next level in this intensive bootcamp designed for professionals.