World Class Management of Service Level Agreement (SLA)

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World Class Management of Service Level Agreement (SLA) Course
Introduction:
The significance of Service Level Agreements (SLAs) in supporting companies reliant on long-term partnerships with external service providers to achieve strategic objectives is emphasized in this contracts management training course. Individuals responsible for managing these corporate relationships must possess a deep understanding of how such partnerships operate and be equipped to handle any challenges that may arise. The SLA serves as a vital framework that defines the metrics for measuring service quality and is established either as a legal contract between a supplier and customer or as a formal agreement between internal departments that provide corporate services to internal clients.
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