To equip professionals with the essential skills to develop, manage, analyze, and evaluate Service Level Agreements (SLAs), ensuring optimal service performance, compliance, and continuous improvement in business operations.
Managing, Analyzing & Evaluating Service Level Agreements (SLAs)
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London
22 June 2025
26 June 2025
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Details
Service Level Agreements (SLAs) define the performance expectations and responsibilities between service providers and clients. Effective SLA management ensures service quality, enhances customer satisfaction, and mitigates risks. This course provides a comprehensive framework for structuring, monitoring, and evaluating SLAs, focusing on key performance indicators (KPIs), compliance management, and dispute resolution. Participants will gain practical insights into best practices for SLA negotiation, enforcement, and continuous improvement strategies.
Target Group
Target Group:
Service Delivery Managers and SLA Administrators
Contract and Vendor Managers
IT Managers and IT Service Management (ITSM) Professionals
Procurement and Supply Chain Managers
Customer Relationship and Business Development Managers
Legal and Compliance Officers
Quality Assurance and Performance Analysts
Goals
Understand the fundamentals of SLA development, management, and compliance.
Learn techniques to set, measure, and evaluate SLA performance metrics.
Develop skills in analyzing service performance gaps and enforcing SLA commitments.
Enhance capabilities in risk mitigation, SLA dispute resolution, and vendor accountability.
Apply best practices for continuous improvement and SLA optimization.
Target Competencies
Targeted Competencies:
SLA Development and Management
Performance Measurement and KPI Analysis
Risk Management and Compliance
Vendor and Contract Negotiation
Strategic Service Optimization
Outlines
Introduction to Service Level Agreements (SLAs)
The role of SLAs in service management and business operations
Key components of an effective SLA
Types of SLAs: Customer-based, Service-based, Multi-level SLAs
Aligning SLAs with business goals and compliance requirements
Defining and Structuring SLAs
Setting clear objectives, scope, and responsibilities
Establishing performance metrics and key performance indicators (KPIs)
Defining service targets, penalties, and escalation procedures
Negotiating SLAs for mutual benefit and realistic expectations
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