Service Level Agreements (SLA)

Manages your services and improve you business performance through Service Level Agreements (SLA)


This 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 department, that provides corporate services to its internal client. It is imperative that everyone engaged in service providers understands the issues and processes involved in a service contract scenario.


Course Objectives OF Service Level Agreements (SLA)


Service Level Agreements (SLA) Course Outlines 

Day 1

Principles and Functions of Service Level Agreements

Day 2

Key Elements of a Service Level Agreements

Day 3

Drafting Your Service Level Agreement

Day 4

Managing the In-Life SLA      

Day 5

Using a Scorecard Approach to SLA Management


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