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Service Level Agreement (SLA’s) for Managing Services and Improving Business Performance

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Date: 19 November 2017 - 23 November 2017
Course ID: ADDS123/2017
Duration: 5 Days
Fee US $ + VAT: 2,950 US$
Venue: Dubai / UAE
Category: Supply Chain, Procurement, Purchasing and Logistics Management

Introduction:

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered. The exact metrics for each SLA vary depending on the service provider. SLAs are also very popular among internal departments in larger organizations.. The use of SLAs is also common in outsourcing, cloud computing, and other areas where the responsibility of an organization is transferred out to another supplier.

Objectives:

At the end of this course trainees will be able to:

• Gain better understanding about public / private partnerships with vendors

• Learn how to negotiate with vendors on contracts for services

• Understand the value of Service Level Agreements

• Learn how to develop positive relationships with customers

Who should attend:

• Contract officers

• Procurement officers

• Service department personnel

Daily Outlines:

Defining Service Level Agreements

• Background

• Definitions

o Scope

o Methodology

o Timelines

• The SLA Concept

o Purpose

o Not A Contract?

o Professional & Business Challenges

o New business model

o Service life-cycle

o Service-related processes

o Business scenario at-a-glance

o Research Issues on SLA

o Components of a SLA

o Describing a Service

o Describing performance levels

o Describing Customer Support

o SLA Measurement



Service Level Agreements

• Definitions, Context

o Service design, management of services

o Services: function, process, role, activity

• Principe of service design

o Objectives, areas, procedure, management and strategy.

o Balanced design

o Identifying the requirement for services

o Aspects and activities of the design

• Process of Service Design

o Services portfolio

o Service architecture, levels of architecture

o The structure of the processes in the design of services: catalog of services, service level management, capacity management, availability, information security, suppliers

• The SLA Process

o Setting Up The SLA Process

o It Service Management Integration

o Migrating An SLA Into A Contract



Service Level Contracts

• Importance of Legal Review

• Document Format

• Master Services Agreements

• Service Attachments

• Short-Form Agreements

• Outsourcing Contract Negotiations Writing an SLA

o INTEGRITY

o Outsourced Contracts

 What is outsourcing?

 Advantages - Key Points

 Disadvantages - Key Points

 What types of service to outsource?

 Negotiating with the vendor

o In-Sourcing Contracts

o Successful Customer – Vendor Relationships

o Service level agreement-SLA

 What are Service-Level Agreements (SLA)?

 Benefits of Service-Level Agreements

 Service Elements:

 Management Elements:

 Process of establishing an SLA:



• SLA Do’s And Don’ts

• Sample SLAs

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