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Service Level Agreements (SLA) » CML22

Service Level Agreements (SLA)

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DateFormatDurationFees
24 Jun - 28 Jun, 2024Live Online5 Days$2050Register
23 Sep - 11 Oct, 2024Live Online15 Days$6145Register
02 Dec - 06 Dec, 2024Live Online5 Days$2050Register
DateVenueDurationFees
15 Apr - 19 Apr, 2024Dubai5 Days$4250Register
13 May - 17 May, 2024Dubai5 Days$4250Register
10 Jun - 14 Jun, 2024Dubai5 Days$4250Register
22 Jul - 26 Jul, 2024Dubai5 Days$4250Register
26 Aug - 30 Aug, 2024Dubai5 Days$4250Register
16 Sep - 04 Oct, 2024Nairobi15 Days$13500Register
30 Sep - 04 Oct, 2024Dubai5 Days$4250Register
21 Oct - 25 Oct, 2024Dubai5 Days$4250Register
04 Nov - 08 Nov, 2024Dubai5 Days$4250Register
16 Dec - 20 Dec, 2024Johannesburg5 Days$4345Register
16 Dec - 20 Dec, 2024Dubai5 Days$4250Register

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Course Overview

An SLA is a legally binding agreement between a service company and its clients that details the services the supplier will deliver and the quality criteria the provider must satisfy.

What is the need for service-level agreements? SLA’s are essential for service providers because they allow them to set the requirements of their clients and specify the thresholds beyond which they will not be held responsible for service interruptions or poor performance. Additionally, customers gain from SLA’s since they detail the service’s performance characteristics, which can be compared to those of competing providers, and they provide the channels via which complaints may be resolved. Service level agreements (SLA’s) are one of two primary contracts between service providers and their clients. There is a common practice among service providers to create a unified service agreement that lays out the broad strokes of their relationship with their clients.

In what ways are SLA’s classified under distinct categories? Customer SLA’s, internal SLA’s, and multi-level SLA’s are the three most common kinds of SLA’s. An external customer and a service provider enter into a customer service level agreement. The parties to a customer-based SLA agree upon the terms of the agreement via negotiation. To establish the nature of the connection between the firm and the IT service provider responsible for managing its accounts payable system, the two parties may enter negotiations. A service level agreement (SLA) between an enterprise and an inside client (such as another enterprise, department, or site) is an example of an internal SLA. A business may have an active SLA with each of its clients, but it may also have an internal SLA in place with internal teams. With a multi-tiered SLA, the agreement is segmented according to the tier of service required by each group of clients.

Zoe Talent Solutions’ Service Level Agreements Training will empower you to make educated decisions about which tasks to outsource and which to keep in-house, as well as how to choose the most qualified service provider and evaluate their performance. This training course will teach you how to understand the different contract types, the advantages, and downsides of SLA’s, how to avoid common potential traps, and how to improve performance. In numerous disciplines, the use of balanced scorecards to measure contractor performance will be emphasised. Through a combination of lecture and group engagement, this training event will offer you practical tools and Practices for building improved SLA’s.

Course Objectives

The Service Level Agreements (SLA) training course from Zoe Talent Solutions aims to:

  • Identify the advantages of using service-level agreements
  • Discuss contracting arrangements for SLA’s and their applications
  • Understand dealing with internal and external contractors
  • Understand the Basics of Outsourcing
  • Learn about the characteristics, functions, and advantages of lean contracts
  • Learn about the various contract types and when and how to use them
  • Understand the Principles of Service Level Agreements (SLA’s)
  • Understand how to keep track of the contractor’s performance
  • Learn to link performance with penalties and rewards
  • Discover tips and Tricks for Successful Negotiation

Training Methodology

This Service Level Agreements training programme will be held in a workshop format, with formal lectures and several interactive activities. The training course will adopt the following methodology:

  • Interactive lectures by Industry expert
  • Trainer-led discussion sessions
  • Problem-solving
  • Business simulation, role-playing, management games,
  • Use of case studies

The training course will adopt Zoe Talent Solutions’ proven unique methodology ‘Do-Review-Learn-Apply’ like all its training courses.

 Organisation Benefits

The training course by Zoe Talent Solutions will benefit an organization by:

  • Capturing and documenting workplace behaviours that aid in the establishment of organisational expectations
  • Meeting the demands of businesses that rely on long-term partnerships with external service providers
  • Better provider-customer communication which will encourage collaboration
  • Understanding the current level of service performance
  • Saving the firm’s time and money by avoiding missed expectations
  • Improving employee service management
  • Improving the employee experience
  • Allocating resources efficiently
  • Improving team motivation and performance

Personal Benefits

The training course by Zoe Talent Solutions will benefit a participant by:

  • Helping them plan and create a variety of service level agreements, as well as negotiate and manage contract discussions and disputes
  • Developing knowledge on the inclusion of quality service level agreements (SLA’s) in procurement procedures
  • Understanding techniques of managing SLA in real-world and gaining an edge over others

Who Should Attend?

This training course will benefit the following:

  • Professionals working in purchasing and procurement, commercial and contract management
  • Technical operatives performing under service-level agreements at all levels
  • Professionals in service delivery and quality assurance
  • Project Coordinators, Contract Administrators, and Contract Professionals
  • Buyers, Specifiers, Purchasing Professionals, and Procurement Officers
  • Professionals in Information Technology
  • Professionals responsible for planning, appraisal, and preparation of tenders

 Course Outline

Module 1: Considerations on the Outsourcing Concept

  • Introduction to the programme
  • Introduction of delegates
  • Contracting: The Relationship and Roles: Asset Management
  • Considerations for outsourcing activities
  • Outsourcing is a model.
  • Case study on outsourcing that is relevant

 Module 2: Service Level Agreements – I

  • The necessity to assess performance quality
  • SLA’s assist in the achievement of quality
  • The most important goal
  • SLA’s: Contracts or Substitutes for Contract
  • Introducing Service Level Agreements (SLA’s) for contractor services
  • Corporate Service Level Agreements (SLA’s) are used between internal departments

Module 3: Service Level Agreements – II

  • Typical quality indicators
  • Governance Frameworks for Service-Level Agreements
  • Customer Responsibilities
  • Problem-solving using risk sharing and SLA’s
  • Termination of the deal

 Module 4: Creating a Service Level Agreement (SLA)

  • Principles of drafting
  • A Modelling approach for the SLA
  • Elements that make a good SLA
  • Using the right measuring terminology
  • To motivate accomplishment, use carrots or sticks
  • Checklists for SLA’s

 Module 5: Managing the SLA in the Real World

  • Processes of evaluation
  • Managing quality performance through escalation
  • Managing Changes to Keep the SLA Relevant
  • Techniques for managing variance through negotiation
  • Options for customer action with a non-performing contractor

 Module 6: Managing SLA’s using a Scorecard Approach

  • The origins of the scorecard metho
  • Connecting the service level agreement with the company’s overall strategy
  • Stakeholder needs must be balanced
  • Creating and Planning SLA Scorecard
  • Key performance metrics
  • Improving the quality of business processes

Module 7: The Workshop’s Conclusion

  • SLA development in a complete workshop
  • Wrap-up

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