/  Service Level Agreements Training

Service Level Agreements Training

BMC Training provides a training course in Service Level Agreements in Project , Procurement and Contracts

Course Title
Venue
Start Date
End Date
  • Dubai
    26 - 9 - 2021
    30 - 9 - 2021
  • Paris
    26 - 9 - 2021
    30 - 9 - 2021
  • Dubai
    17 - 10 - 2021
    21 - 10 - 2021
  • Paris
    17 - 10 - 2021
    21 - 10 - 2021
  • Kuala Lumpur
    24 - 10 - 2021
    28 - 10 - 2021
  • Rome
    24 - 10 - 2021
    28 - 10 - 2021
  • Barcelona
    24 - 10 - 2021
    28 - 10 - 2021
  • Zurich
    24 - 10 - 2021
    28 - 10 - 2021
  • Istanbul
    3 - 10 - 2021
    7 - 10 - 2021
  • London
    10 - 10 - 2021
    14 - 10 - 2021
  • Madrid
    10 - 10 - 2021
    14 - 10 - 2021
  • Berlin
    10 - 10 - 2021
    14 - 10 - 2021
  • Dubai
    21 - 11 - 2021
    25 - 11 - 2021
  • Paris
    21 - 11 - 2021
    25 - 11 - 2021
  • Kuala Lumpur
    7 - 11 - 2021
    11 - 11 - 2021
  • Rome
    7 - 11 - 2021
    11 - 11 - 2021
  • Barcelona
    7 - 11 - 2021
    11 - 11 - 2021
  • Zurich
    7 - 11 - 2021
    11 - 11 - 2021
  • Istanbul
    14 - 11 - 2021
    18 - 11 - 2021
  • Istanbul
    13 - 12 - 2021
    17 - 12 - 2021
  • Dubai
    19 - 12 - 2021
    23 - 12 - 2021
  • Paris
    19 - 12 - 2021
    23 - 12 - 2021
  • Kuala Lumpur
    26 - 12 - 2021
    30 - 12 - 2021
  • Rome
    26 - 12 - 2021
    30 - 12 - 2021
  • Barcelona
    26 - 12 - 2021
    30 - 12 - 2021
  • Zurich
    26 - 12 - 2021
    30 - 12 - 2021
  • Istanbul
    12 - 12 - 2021
    16 - 12 - 2021
  • London
    5 - 12 - 2021
    9 - 12 - 2021
  • Madrid
    5 - 12 - 2021
    9 - 12 - 2021
  • Berlin
    5 - 12 - 2021
    9 - 12 - 2021
  • London
    13 - 12 - 2021
    17 - 12 - 2021
  • Madrid
    13 - 12 - 2021
    17 - 12 - 2021
  • Berlin
    13 - 12 - 2021
    17 - 12 - 2021

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

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