Service Level Agreement (Sla’s) For Managing Services And Improving Business Performance
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INTRODUCTION
The Service Level Management Program provides a comprehensive overview of the major concepts and processes involved with Service Level Management. You will gain an understanding of what Service Level Management as well as knowledge and understanding of the essential components of this process, such as Service Level Agreements, Operational Level Agreements, Underpinning Contracts and the Service Catalog.
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COURSE OBJECTIVES
By the end of the course, you‘ll be able to:
- Understand what Service Level Management is about
- Learn the essential components of the Service Level Management
- Understanding Operational Level Agreements, Underpinning Contracts and the Service Catalog.
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COURSE AUDIENCE
This course is made for:
- Anyone looking to gain an understanding of the Service Level Management and its practical application in the business environment.
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COURSE OUTLINE
Day One:
- Introduction to Program
- Introduction Delegates
- Introduction to Different Contract Types – When to apply, what contract type?
- Lean Contracts
- What is SLA?
- Parties Involved
Day Two:
- Use of Balanced Scorecard with SLAs
- How to Relate Payments and Rewards to Contractor Performance
- Is SLA always the right solution? – partnerships
Day Three:
- he Contracting Cycle
- The Tendering Process – Modern Ways of Tendering
- Costing the Service
- Choosing the Right Contractor
Day Four:
- Defining the Negotiation Objective
- Determine Your Primary, Alternative and Elegant Currencies
Day Five:
- Development of a SLA in an Extensive Workshop
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