Schedules Introduction Objectives Training Methodology Who Should Attend? Outline

Home / Contracts Management / Workshop on Understanding and Drafting Internal Service Level Agreements

Course Schedule

Classroom Sessions:

Date	Venue	Fees
18 - 20 Aug 2025	Casablanca - Morocco	$3,900
17 - 19 Aug 2026	Casablanca - Morocco	$3,950

Online Sessions:

18 - 20 Aug 2025	Online	$2,950
17 - 19 Aug 2026	Online	$2,950

Course Description

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 to DAY 3

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 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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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.

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An Interactive 3-Day Training Course

Workshop on
Understanding and Drafting
Internal Service Level Agreements

Maximising Efficiency in Support Activities