Service Level Agreements

This Service Level Agreements training 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 training 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

By the end of this training course, participants will be able to:

• 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

This Service Level Agreements training course will benefit all levels of personnel engaged in purchasing and procurement, commercial and contracts management departments, and technical operatives providing performance under service level agreements. It will enable them to contextualise their work, understand the contract and become aware of the different issues and risks associated with SLA contracting.

This training course is suitable for a wide range of professionals but will greatly benefit:

• Service Delivery professionals/Quality Assurance professionals Contract Administrators, Contract Professionals and Project Coordinators
• Specifiers, Buyers, Purchasing Professionals and Procurement Officers
• IT Professionals
• Those involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally-supplied corporate services