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Introduction

Welcome to the Service Level Agreement (SLA’s) workshop for Managing Services and Improving Business Performance.

Service Level Agreements (SLAs) play a crucial role in defining the expectations and responsibilities between service providers and clients. This workshop is designed to equip participants with the knowledge and skills to effectively develop, negotiate, and manage SLAs to enhance service delivery and improve business performance.

Participants will learn about the key components of SLAs, best practices for drafting SLAs, and strategies for monitoring and evaluating service performance.

Through this workshop, participants will gain practical skills and knowledge in developing, negotiating, and managing Service Level Agreements (SLAs) to enhance service delivery and improve business performance.

Each day will focus on specific topics, providing participants with actionable insights and tools to effectively manage SLAs and drive service excellence.

Objectives

1. To provide participants with a comprehensive understanding of Service Level Agreements (SLAs) and their importance in service management.
2. To equip participants with the skills to develop and negotiate SLAs that align with organizational objectives and client needs.
3. To familiarize participants with best practices for drafting clear, measurable, and enforceable SLAs.
4. To enable participants to effectively monitor, measure, and evaluate service performance against SLA targets.
5. To empower participants to utilize SLAs as strategic tools for enhancing service delivery and improving business performance.

Who Should Attend?

• Service managers and supervisors responsible for managing service delivery.
• Client relationship managers and account managers involved in negotiating SLAs with clients.
• Procurement professionals responsible for drafting and evaluating SLAs with service providers.
• Business owners and managers seeking to improve service quality and customer satisfaction.

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
• Post-assessment

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Course Agenda

The course agenda will be as follows:
• Technical Session 08.30-10.00 am
• Coffee Break 10.00-10.15 am
• Technical Session 10.15-12.15 noon
• Coffee Break 12.15-12.45 pm
• Technical Session 12.45-02.30 pm
• Course Ends 02.30 pm