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
  • 121 Training Sessions
  • Confirmed
  • One Week
Service Level Agreements Training Course

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Type a city name or a month
Venue Start Date End Date Net Fees Details & Registration
Kuala Lumpur , Malaysia 18 - May - 2025 22 - May - 2025 4750 GBP
Rome , Italy 18 - May - 2025 22 - May - 2025 7300 GBP
Barcelona , Spain 18 - May - 2025 22 - May - 2025 6950 GBP
Zurich , Switzerland 18 - May - 2025 22 - May - 2025 7950 GBP
Istanbul , Turkey 25 - May - 2025 29 - May - 2025 4700 GBP
Bali , Indonesia 25 - May - 2025 29 - May - 2025 8100 GBP
Singapore , Singapore 25 - May - 2025 29 - May - 2025 7500 GBP
Washington , United States 25 - May - 2025 29 - May - 2025 11000 GBP
Sydney , Australia 18 - May - 2025 22 - May - 2025 10900 GBP
Interlaken , Switzerland 18 - May - 2025 22 - May - 2025 8950 GBP
Taipei , Taiwan 25 - May - 2025 29 - May - 2025 9300 GBP
Dubai , UAE 8 - Jun - 2025 12 - Jun - 2025 4987.5 GBP
Paris , France 8 - Jun - 2025 12 - Jun - 2025 6700 GBP
Hong Kong , Hong Kong 8 - Jun - 2025 12 - Jun - 2025 8500 GBP
Tokyo , Japan 8 - Jun - 2025 12 - Jun - 2025 9750 GBP
Kuala Lumpur , Malaysia 15 - Jun - 2025 19 - Jun - 2025 4750 GBP
Rome , Italy 15 - Jun - 2025 19 - Jun - 2025 7300 GBP
Barcelona , Spain 15 - Jun - 2025 19 - Jun - 2025 6950 GBP
Zurich , Switzerland 15 - Jun - 2025 19 - Jun - 2025 7950 GBP
Istanbul , Turkey 22 - Jun - 2025 26 - Jun - 2025 4700 GBP
Bali , Indonesia 22 - Jun - 2025 26 - Jun - 2025 8100 GBP
Singapore , Singapore 22 - Jun - 2025 26 - Jun - 2025 7500 GBP
Washington , United States 22 - Jun - 2025 26 - Jun - 2025 11000 GBP
London , UK 1 - Jun - 2025 5 - Jun - 2025 4950 GBP
Madrid , Spain 1 - Jun - 2025 5 - Jun - 2025 6950 GBP
Munich , Germany 1 - Jun - 2025 5 - Jun - 2025 7900 GBP
Berlin , Germany 1 - Jun - 2025 5 - Jun - 2025 7900 GBP
New York , United States 1 - Jun - 2025 5 - Jun - 2025 10900 GBP
Amsterdam , Netherlands 1 - Jun - 2025 5 - Jun - 2025 8100 GBP
Milan , Italy 1 - Jun - 2025 5 - Jun - 2025 6950 GBP
Geneva , Switzerland 8 - Jun - 2025 12 - Jun - 2025 8950 GBP
Sydney , Australia 15 - Jun - 2025 19 - Jun - 2025 10900 GBP
Interlaken , Switzerland 15 - Jun - 2025 19 - Jun - 2025 8950 GBP
Taipei , Taiwan 22 - Jun - 2025 26 - Jun - 2025 9300 GBP
Paris , France 6 - Jul - 2025 10 - Jul - 2025 6700 GBP
Hong Kong , Hong Kong 6 - Jul - 2025 10 - Jul - 2025 8500 GBP
Dubai , UAE 6 - Jul - 2025 10 - Jul - 2025 4987.5 GBP
Tokyo , Japan 6 - Jul - 2025 10 - Jul - 2025 9750 GBP
London , UK 13 - Jul - 2025 17 - Jul - 2025 4950 GBP
Madrid , Spain 13 - Jul - 2025 17 - Jul - 2025 6950 GBP
Munich , Germany 13 - Jul - 2025 17 - Jul - 2025 7900 GBP
Berlin , Germany 13 - Jul - 2025 17 - Jul - 2025 7900 GBP
New York , United States 13 - Jul - 2025 17 - Jul - 2025 10900 GBP
Amsterdam , Netherlands 13 - Jul - 2025 17 - Jul - 2025 8100 GBP
Milan , Italy 13 - Jul - 2025 17 - Jul - 2025 6950 GBP
London , UK 20 - Jul - 2025 24 - Jul - 2025 4950 GBP
Madrid , Spain 20 - Jul - 2025 24 - Jul - 2025 6950 GBP
Munich , Germany 20 - Jul - 2025 24 - Jul - 2025 7900 GBP
Berlin , Germany 20 - Jul - 2025 24 - Jul - 2025 7900 GBP
New York , United States 20 - Jul - 2025 24 - Jul - 2025 10900 GBP
Amsterdam , Netherlands 20 - Jul - 2025 24 - Jul - 2025 8100 GBP
Milan , Italy 20 - Jul - 2025 24 - Jul - 2025 6950 GBP
Istanbul , Turkey 27 - Jul - 2025 31 - Jul - 2025 4700 GBP
Bali , Indonesia 27 - Jul - 2025 31 - Jul - 2025 8100 GBP
Singapore , Singapore 27 - Jul - 2025 31 - Jul - 2025 7500 GBP
Washington , United States 27 - Jul - 2025 31 - Jul - 2025 11000 GBP
Geneva , Switzerland 6 - Jul - 2025 10 - Jul - 2025 8950 GBP
Taipei , Taiwan 27 - Jul - 2025 31 - Jul - 2025 9300 GBP
Dubai , UAE 3 - Aug - 2025 7 - Aug - 2025 4987.5 GBP
Paris , France 3 - Aug - 2025 7 - Aug - 2025 6700 GBP
Hong Kong , Hong Kong 3 - Aug - 2025 7 - Aug - 2025 8500 GBP
Tokyo , Japan 3 - Aug - 2025 7 - Aug - 2025 9750 GBP
Kuala Lumpur , Malaysia 10 - Aug - 2025 14 - Aug - 2025 4750 GBP
Rome , Italy 10 - Aug - 2025 14 - Aug - 2025 7300 GBP
Barcelona , Spain 10 - Aug - 2025 14 - Aug - 2025 6950 GBP
Zurich , Switzerland 10 - Aug - 2025 14 - Aug - 2025 7950 GBP
Istanbul , Turkey 17 - Aug - 2025 21 - Aug - 2025 4700 GBP
Bali , Indonesia 17 - Aug - 2025 21 - Aug - 2025 8100 GBP
Singapore , Singapore 17 - Aug - 2025 21 - Aug - 2025 7500 GBP
Washington , United States 17 - Aug - 2025 21 - Aug - 2025 11000 GBP
London , UK 24 - Aug - 2025 28 - Aug - 2025 4950 GBP
Madrid , Spain 24 - Aug - 2025 28 - Aug - 2025 6950 GBP
Munich , Germany 24 - Aug - 2025 28 - Aug - 2025 7900 GBP
Berlin , Germany 24 - Aug - 2025 28 - Aug - 2025 7900 GBP
New York , United States 24 - Aug - 2025 28 - Aug - 2025 10900 GBP
Amsterdam , Netherlands 24 - Aug - 2025 28 - Aug - 2025 8100 GBP
Milan , Italy 24 - Aug - 2025 28 - Aug - 2025 6950 GBP
Geneva , Switzerland 3 - Aug - 2025 7 - Aug - 2025 8950 GBP
Sydney , Australia 10 - Aug - 2025 14 - Aug - 2025 10900 GBP
Interlaken , Switzerland 10 - Aug - 2025 14 - Aug - 2025 8950 GBP
Taipei , Taiwan 17 - Aug - 2025 21 - Aug - 2025 9300 GBP
Paris , France 28 - Sep - 2025 2 - Oct - 2025 6700 GBP
Hong Kong , Hong Kong 28 - Sep - 2025 2 - Oct - 2025 8500 GBP
Dubai , UAE 28 - Sep - 2025 2 - Oct - 2025 4987.5 GBP
Tokyo , Japan 28 - Sep - 2025 2 - Oct - 2025 9750 GBP
London , UK 7 - Sep - 2025 11 - Sep - 2025 4950 GBP
Madrid , Spain 7 - Sep - 2025 11 - Sep - 2025 6950 GBP
Munich , Germany 7 - Sep - 2025 11 - Sep - 2025 7900 GBP
Berlin , Germany 7 - Sep - 2025 11 - Sep - 2025 7900 GBP
New York , United States 7 - Sep - 2025 11 - Sep - 2025 10900 GBP
Amsterdam , Netherlands 7 - Sep - 2025 11 - Sep - 2025 8100 GBP
Milan , Italy 7 - Sep - 2025 11 - Sep - 2025 6950 GBP
Kuala Lumpur , Malaysia 14 - Sep - 2025 18 - Sep - 2025 4750 GBP
Rome , Italy 14 - Sep - 2025 18 - Sep - 2025 7300 GBP
Barcelona , Spain 14 - Sep - 2025 18 - Sep - 2025 6950 GBP
Zurich , Switzerland 14 - Sep - 2025 18 - Sep - 2025 7950 GBP
Istanbul , Turkey 21 - Sep - 2025 25 - Sep - 2025 4700 GBP
Bali , Indonesia 21 - Sep - 2025 25 - Sep - 2025 8100 GBP
Singapore , Singapore 21 - Sep - 2025 25 - Sep - 2025 7500 GBP
Washington , United States 21 - Sep - 2025 25 - Sep - 2025 11000 GBP
Geneva , Switzerland 28 - Sep - 2025 2 - Oct - 2025 8950 GBP
Sydney , Australia 14 - Sep - 2025 18 - Sep - 2025 10900 GBP
Interlaken , Switzerland 14 - Sep - 2025 18 - Sep - 2025 8950 GBP
Taipei , Taiwan 21 - Sep - 2025 25 - Sep - 2025 9300 GBP
Dubai , UAE 19 - Oct - 2025 23 - Oct - 2025 4987.5 GBP
Paris , France 19 - Oct - 2025 23 - Oct - 2025 6700 GBP
Hong Kong , Hong Kong 19 - Oct - 2025 23 - Oct - 2025 8500 GBP
Tokyo , Japan 19 - Oct - 2025 23 - Oct - 2025 9750 GBP
Istanbul , Turkey 5 - Oct - 2025 9 - Oct - 2025 4700 GBP
Bali , Indonesia 5 - Oct - 2025 9 - Oct - 2025 8100 GBP
Singapore , Singapore 5 - Oct - 2025 9 - Oct - 2025 7500 GBP
Washington , United States 5 - Oct - 2025 9 - Oct - 2025 11000 GBP
London , UK 12 - Oct - 2025 16 - Oct - 2025 4950 GBP
Madrid , Spain 12 - Oct - 2025 16 - Oct - 2025 6950 GBP
Munich , Germany 12 - Oct - 2025 16 - Oct - 2025 7900 GBP
Berlin , Germany 12 - Oct - 2025 16 - Oct - 2025 7900 GBP
New York , United States 12 - Oct - 2025 16 - Oct - 2025 10900 GBP
Amsterdam , Netherlands 12 - Oct - 2025 16 - Oct - 2025 8100 GBP
Milan , Italy 12 - Oct - 2025 16 - Oct - 2025 6950 GBP
Geneva , Switzerland 19 - Oct - 2025 23 - Oct - 2025 8950 GBP
Taipei , Taiwan 5 - Oct - 2025 9 - Oct - 2025 9300 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

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