World Class Management of Service Level Agreement (SLA)
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World Class Management of Service Level Agreement (SLA) Course
Introduction:
The contracts management training course emphasizes the significance of Service Level Agreements (SLAs) in meeting the requirements of companies engaged in long-term partnership arrangements with external service providers to achieve strategic objectives. Effective management of these corporate relationships necessitates a clear understanding of how such partnerships function and the ability to address any challenges that may arise.
The SLA serves as a crucial tool as it establishes the measurement methodology that ensures the quality of service performance. It functions as a legal contract between the supplier and customer in external partnerships or as a formal agreement between internal supplier departments that provide corporate services to internal clients.
By participating in this training course, you will gain comprehensive insights into the importance of SLAs and their role in governing service delivery. You will learn how to establish and manage SLAs effectively, ensuring that they align with organizational goals and drive service excellence. Through practical examples and case studies, you will develop the skills to address potential issues and maintain successful partnerships with service providers.
Join this training course to enhance your contracts management expertise. Acquire the knowledge and tools necessary to establish and manage Service Level Agreements that foster successful partnerships, optimize service quality, and contribute to the achievement of strategic objectives.
Course Objectives:
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
Who Should Attend?
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
Course Outlines:
Principles and Functions of Service Level Agreements
- The need to measure the 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
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
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
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
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