How to Develop and Manage Service Level Agreements
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How to Develop and Manage Service Level Agreements
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Description
The need to define levels of service in operational environments is critical for brand management and reputation. Contracts need active management if full benefits are to be received. There is a need to define what the customer values and embed this in the service level agreement. Developing the SLA informs resources and pricing.This short two-day course covers the essential elements of SLA development, implementation and management.
Intended Audience: This course is particularly relevant for operational personnel who have responsibility for delivering and implementing specific customer service agreements. An essential course for anyone having to develop and implement a Service Level…
Frequently asked questions
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The need to define levels of service in operational environments is
critical for brand management and reputation. Contracts need active
management if full benefits are to be received. There
is a need to define what the customer values and embed this in the
service level agreement. Developing the SLA informs resources and
pricing.
This short two-day course covers the essential elements of SLA development, implementation and management.
Intended Audience: This course is particularly relevant for operational personnel who have responsibility for delivering and implementing specific customer service agreements. An essential course for anyone having to develop and implement a Service Level Agreement within a product or service environment.
This course is designed for operational personnel from both suppliers and clients. Buyers, procurement managers, contracts engineers and operations managers in a service environment.
At the end of the course, participants will be able to
Topics Covered will include:
Day 1
This short two-day course covers the essential elements of SLA development, implementation and management.
Intended Audience: This course is particularly relevant for operational personnel who have responsibility for delivering and implementing specific customer service agreements. An essential course for anyone having to develop and implement a Service Level Agreement within a product or service environment.
This course is designed for operational personnel from both suppliers and clients. Buyers, procurement managers, contracts engineers and operations managers in a service environment.
At the end of the course, participants will be able to
- Understand the reasoning behind why SLA’s are so essential for good business management
- Why the delivery of services are a complex activity and the need for SLA focus.
- Develop a good quality Service Level Agreement that will manage the expectations of all stakeholders.
- Identify methods by which the SLA can be measured and therefore levels of performance monitored.
- Perform the contract management activities
- Ways in which improvements might be identified and implemented
- Develop a corrective action plan
Topics Covered will include:
Day 1
- Purchasing goods and services
- Differences between Goods and services
- Managing stakeholders
- Specification development
- Specifications for Services
- Stages of Purchasing Services Process
- Cost reduction in service procurement
- Procurement case study
- Outsourcing Services
- Supply Agreements for Goods
- SLA development process
- Advantages of using SLA’s
- Contract management with SLA ‘s
- Corrective Action Programmes
- Case study
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