Service Level Agreements (SLA)

Created by LEC Team
Last updated Mon, 27-Mar-2023
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The SLA develops the measurement technique that needs to drive the high quality of service efficiency developed as a legal agreement between suppliers as well as clients, or as an official agreement between one interior provider division, that provides company services to its interior client. Every person engaged in the company must understand the problems as well as processes associated with a solution agreement circumstance.

Program Objectives OF Service Level Agreements (SLA).

Understand Basic Outsourcing Considerations.

Find out the Features, Functions and Advantages of Lean Contracts.

Understand the Various Contract Kinds and also When/ How to apply them.

Recognize the Fundamentals of SLAs.

Learn Exactly How to Define Solution Levels.

Understand Just How to Display Professional Efficiency and Connect the Efficiency to Fines as well as Benefits.

Find out Exactly How to Establish as well as Discuss a Contract-- The Acquiring Cycle.

Understand Bargaining Tips & Techniques.

Learn Just How to Handle SLAs during the Getting Period.



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 From Contractors



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

  • 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.

  • 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



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 an SLA Scorecard.

  • Business Process Quality Improvement.


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