Service Level Agreement Training Course

Schedules Introduction Objectives Training Methodology Who Should Attend? Outline

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Course Description

INTRODUCTION

This 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 GLOMACS Service Level Agreement 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

Objectives

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

Plan and Draft a Range of Service Level Agreements & Construct and 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

Training Methodology

This training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes high levels of participant discussion, group interaction, delegate group exercises and case studies. Delegates will be encouraged to raise their own issues and problems faced within their industry or organisations for discussion on a confidential basis.

WHO SHOULD ATTEND?

This 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 GLOMACS Service Level Agreement 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

Course Outline

DAY 1

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 2

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 3

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 4

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 Under Performing Contractor
Learning and Applying Lessons for the Next SLA

DAY 5

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

Certificates

On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance

Providers and Associations

Endorsed Education Provider

GLOMACS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.NASBARegistry.org

Options & Brochure

Related Categories

Contracts Management

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An Interactive 5-Day Training Course

Service Level Agreement

Planning, Writing & Managing Quality SLAs