Service Level Agreements

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Service Level Agreements

Category

Purchasing, Inventory & Contracts Training Courses

Code

PC-524

City

Amsterdam (Netherlands)

Hotel

Hotel Meeting Room

Duration

One week 25Hour
2024-04-22 2024-04-26

Fees

5450 €
Durations for This Course
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This 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 in achieving 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 departments that provides corporate services to its internal client. It is imperative that everyone engaged in service provision understands the issues and processes involved in a service contract scenario.

This Training Course will feature:
  • The Benefits of Using Service Level Agreements
  • How the Different Levels of SLAs Operate
  • What is Involved in Planning, Writing and Managing Service Level Agreements
  • Different SLA Contracting Structures and Their Applications
  • SLA Strengths and Weaknesses, Dealing with Internal and External Contractors
What are the goals?
  • Plan and Draft a Range of Service Level Agreements & Construct and 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 is this training course for?
  • 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 Outline
  • Day One: 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 in From Contractors
    • Use of Corporate SLAs Between In-House Departments
  • Day Two: 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
  • Day Three: 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
  • Day Four: 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
    • Learning and Applying Lessons for the Next SLA
  • Day Five: 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
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Results --->  Of Courses
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30

Service Level Agreements

2024-04-15 2024-04-19
Offline 4950 €
Zagreb-(Croatia)

Service Level Agreements

2024-04-22 2024-04-26
Offline 5450 €
Amsterdam-(Netherlands)

Service Level Agreements

2024-04-22 2024-04-26
Offline 1450 €
ONLINE

Service Level Agreements

2024-04-22 2024-04-26
Offline 5450 €
Barcelona-(Spain)

Service Level Agreements

2024-05-06 2024-05-10
Offline 5450 €
Florence-(Italy)

Service Level Agreements

2024-05-13 2024-05-17
Offline 5450 €
Marbella-(Spain)

Service Level Agreements

2024-05-20 2024-05-24
Offline 5450 €
Copenhagen-(Denmark)

Service Level Agreements

2024-06-10 2024-06-14
Offline 5450 €
Amsterdam-(Netherlands)

Service Level Agreements

2024-06-24 2024-06-28
Offline 5450 €
Berlin-(Germany)

Service Level Agreements

2024-06-30 2024-07-04
Offline 2550 €
Cairo-(Egypt)

Service Level Agreements

2024-06-30 2024-07-04
Offline 2950 €
Sharm-ElShaikh-(Egypt)

Service Level Agreements

2024-07-15 2024-07-19
Offline 5450 €
Paris-(France)

Service Level Agreements

2024-07-29 2024-08-02
Offline 4950 €
Tbilisi-(Georgia)

Service Level Agreements

2024-08-05 2024-08-09
Offline 5450 €
Cyprus-(Larnaka)

Service Level Agreements

2024-08-05 2024-08-09
Offline 5450 €
Frankfurt-(Germany)

Service Level Agreements

2024-08-12 2024-08-16
Offline 4950 €
Baku-(Azerbaijan)

Service Level Agreements

2024-08-19 2024-08-23
Offline 5450 €
Malaga-(Spain)

Service Level Agreements

2024-09-02 2024-09-06
Offline 2950 €
Istanbul-(Turkey)

Service Level Agreements

2024-09-02 2024-09-06
Offline 5450 €
Brussels-(Belgium)

Service Level Agreements

2024-09-08 2024-09-12
Offline 3450 €
Casablanca-(Morocco)

Service Level Agreements

2024-09-09 2024-09-13
Offline 5450 €
Zurich-(Switzerland)

Service Level Agreements

2024-09-16 2024-09-20
Offline 4450 €
Trabzon-(Turkey)

Service Level Agreements

2024-09-16 2024-09-20
Offline 5450 €
Auckland-(New-Zealand)

Service Level Agreements

2024-09-22 2024-09-26
Offline 3450 €
Marrakesh-(Morocco)

Service Level Agreements

2024-09-30 2024-10-04
Offline 5450 €
London-(UK)

Service Level Agreements

2024-10-07 2024-10-11
Offline 5950 €
Singapore-(Singapore)

Service Level Agreements

2024-10-07 2024-10-11
Offline 5450 €
Athens-(Greece)

Service Level Agreements

2024-10-14 2024-10-18
Offline 5450 €
Vienna-(Austria)

Service Level Agreements

2024-10-21 2024-10-25
Offline 5450 €
Dublin-(Ireland)

Service Level Agreements

2024-10-21 2024-10-25
Offline 4950 €
Budapest-(Hungary)

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