Service Level Agreements
Manage your service level agreements to build strong customer relationships and enhance service performance.
Who is it for?
Everyone involved in the production and maintenance of Service Level Agreements.
What is it about?
How to develop, write and implement an effective Service Level Agreement that defines and documents the expectations of both the customer and service provider.
What will I get out of it?
• The knowledge to negotiate, develop and write a SLA
• An understanding of the challenges and how to monitor service levels
• You will leave the course having developed a Service Level Agreement template to use
• An understanding of how to implement SLA in your own work environment
Course Overview
• What is a SLA and the importance in supplier and customer relationships
• Identify the benefits of SLAs and develop strategies to overcome the potential pitfalls
• How to ‘sell' or market the concept of SLAs, and the benefits they bring, to both customers
and other internal support staff
• The steps to developing a ‘best practice' SLA - how to negotiate, develop and write a
document relevant to your organization
• The importance and need for supporting Operational Level Agreements (OLAs)
• Develop a successful implementation strategy within your organization