World Class Management of Service Level Agreement (SLA)
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World Class Management of Service Level Agreement (SLA) Course
Introduction:
This contracts management training course highlights the importance of Service Level Agreements to meet the needs of companies that are dependent on long-term partnership arrangements with external suppliers of services to achieve strategic goals. Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems. The SLA establishes the measurement methodology that should drive the quality of service performance created as a legal contract between supplier and customer, or as a formal agreement between one internal supplier department that provides corporate services to its internal client.
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 in 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, 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 Agreement
- 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 an SLA Scorecard
- Key Performance Indicators to support the SLA
- Business process quality improvement
