World Class Management of Service Level Agreement (SLA)

Start Date End Date Venue Fees (US $)
12 Jul 2026 Dubai, UAE $ 3,900 Register
27 Dec 2026 Al-Khobar, KSA $ 4,500 Register

World Class Management of Service Level Agreement (SLA)

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 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 provider 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

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 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

Training Methodology

This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practices. Participants will have the opportunity to share with the facilitator and other participants what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.

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, 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 1: 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

Day 2: 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 3: 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 4: 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

Day 5: 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

Accreditation

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