Service Level Agreement (S.L.A)

Details

This training course will cover the critical aspects of Service Level Agreements, such as understanding different contract types, defining service levels, monitoring contractor performance, and managing SLAs during the contracting period. Participants will also learn about outsourcing considerations and the use of lean contracts.

Target Group

This course is beneficial for contract managers, procurement professionals, operations managers, and anyone involved in the contracting and outsourcing processes in their organization.

Target Group: Professionals involved in contract negotiation, development, and management who want to gain a comprehensive understanding of Service Level Agreements (SLAs) and related concepts.

Goals

• Understand basic outsourcing considerations.
• Learn the features, functions, and benefits of lean contracts.
• Understand the different contract types and when/how to apply them.
• Understand the basics of SLAs.
• Learn how to define service levels.
• Understand how to monitor the contractor performance and relate the performance to penalties and rewards.
• Learn how to develop and negotiate a contract – the contracting cycle.
• Understand negotiating tips & tricks.
• Learn how to manage SLAs during the contracting period.

Target Competencies

• Understanding of outsourcing considerations and SLAs.
• Ability to utilize lean contracts.
• Knowledge of different contract types and their applications.
• Skills in defining service levels and monitoring contractor performance.
• Competency in contract development and negotiation.
• Ability to manage SLAs effectively during the contracting period.

Outlines

Outsourcing Considerations

• Introduction to the program.
• The role of asset management and its relationship with contracting.
• Determining activities to outsource and those to retain in-house.
• Different outsourcing models and their applications.
• Case study on outsourcing.

Basic Elements of a SLA

• Understanding different contract types and their appropriate applications.
• Features and benefits of lean contracts.
• Basic understanding of SLAs.
• Parties involved in SLAs and their roles.
• Assessing service levels - current and required.
• Defining Key Performance Indicators for performance monitoring.
• The use of the Balanced Scorecard with SLAs.
• Tying payments and rewards to contractor performance.
• Exploring SLAs and partnerships.
• Understanding vendor management.
• Exercise on service levels and performance indicators.