Workshop on Understanding and Drafting Internal Service Level Agreements

An Interactive 3-Day Training Course

Workshop on Understanding and Drafting Internal Service Level Agreements

Maximising Efficiency in Support Activities

NASBA
Classroom Schedule
Date Venue Fees
17 - 19 Aug 2026 Casablanca $ 3,950
Online Schedule
17 - 19 Aug 2026 Online $ 2,950

Introduction

Service Level Agreements are now regarded as an essential tool in devising, examining and measuring the quality of a company’s service performance. Having a monitored measurable standard maximises the efficiency of its operation and output, can incentivise employees and enhance customer experience, feeding directly in to the company’s bottom line. Using the Harvard Study Method of a rolling worked problem, this workshop will feature:

  • The Benefits of using an Internal SLA
  • What is involved in planning and writing an internal SLA?
  • Devising Measurable Monitoring Criteria
  • Creating a Methodology – from the simple to the sophisticated
  • Documenting and Using Quality Outcomes and Results

Objectives

By the end of this GLOMACS workshop, participants will be able to:

  • Plan and Draft a range of internal service level agreements
  • Articulate how quality SLAs should be used by a company in service performance management
  • Negotiate service level agreements with internal suppliers
  • Document appropriate quality outcomes from service contracts
  • Evaluate the likely results from service performance frameworks

Training Methodology

This GLOMACS Workshop on Understanding and Drafting Internal Service Level Agreements will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented, but will be built around a continuous and developing problem to be the subject of pre-reading, group and plenary discussion and drafting.

Who should Attend?

This GLOMACS workshop will appeal to a wide variety of contracts personnel particularly those that are:

  • Contract Administrators, Contract Professionals and Project Coordinators
  • Service Delivery Professionals
  • Quality Assurance Professionals
  • IT Professionals
  • Anyone involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally-supplied corporate services
Course Outline
Day 1

Identifying the Scope of Your Internal SLA

  • The Need to Measure Quality of Performance
  • When, When and How SLAs help to achieve quality?
  • Planning to meet Key Objectives
  • What services are being measured?
  • Drafting Principles and Model Structures
  • Use of Corporate SLAs between In-house Departments
Day 2

Managing the In-life SLA

  • Review Processes
  • Planning and Constructing a Scorecard Approach
  • Keeping the SLA Relevant = Managing Changes
  • Dealing with Underperformance
  • Aligning the SLA with Corporate Strategy
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 Sponsors, one CPE credit is granted per 50 minutes of attendance.
Providers

Endorsed Education Provider

KHDA
NASBA

Frequently Asked Question:

GLOMACS offers both online andperson training options. You can choose from interactive virtual sessions or attend one of our globally locatedperson training courses. The flexibility ensures that learning fits your schedule and preferences.
Yes, GLOMACS provides customized training solutions tailored to meet the specific needs of organizations. We work closely with companies to design bespoke training courses that address their unique challenges and objectives.
Our courses are structured to provide a balanced mix of theory and practical application. They typically include presentations, case studies, group discussions,on activities, and interactive Q&A sessions to maximize learning outcomes.
For detailed information about specific courses, including course content, schedules, and instructors, you can visit our website or contact our customer service team. They will be happy to provide all the information you need to make an informed decision.
You can register for a GLOMACS training course by visiting our website, selecting the course of your choice, and following the simple registration process. You can also contact our support team for assistance with the registration process.
Attending a GLOMACS training course offers numerous benefits, including enhanced professional skills, increased employability,recognized certification, networking opportunities with peers and experts, and the chance to apply practical knowledge directly to your workplace.
GLOMACS is a globally recognized leader in professional training and development, with a reputation for deliveringquality,driven training courses. We offer a broad spectrum of training courses taught by expert trainers, flexible delivery options (both online andperson), and accredited certifications that add real value to your career.

Yes, upon successful completion of any of our training courses, GLOMACS Certificate will be awarded to the delegates. This certificate is a valuable addition to your professional portfolio and is recognized across various industries.

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