Education and Services Hub

Course Title:

Course ID:

220724 0170 235PRA

Course Dates :

22/Jul/2024

 To

26/Jul/2024

Course Duration :

5

Course Location:

Istanbul

Turkey

Course Fees GBP £ :

Primary Price

£3,087.16

VAT may vary depending on the country where the course or workshop is held

Course Fees USD $:

Advisory Price

$3,950.00

VAT may vary depending on the country where the course or workshop is held

Course Category:

Professional and CPD Training Programs

Leadership, Management, Marketing, Strategy, Human Resources, Soft Skills

Course Certified By:

* Professional Training and CPD Programs
Leading to : Executive Diploma Certificate
Leading to : Executive Mini Masters Certificate
Leading to : Executive Masters Certificate

* ESHub CPD
* LondonUni - Executive Management Training
* Others

United Kingdom

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Course Information

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.

Daily 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

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Week 1

Day 1:
Introduction to Service Level Agreements (SLAs)
• Overview of Service Level Agreements (SLAs) and their significance in service management
• Key components of SLAs: scope, objectives, metrics, roles, and responsibilities
• Case studies illustrating the impact of SLAs on service delivery and business performance

Day 2:
Drafting Effective SLAs
• Best practices for drafting clear, measurable, and enforceable SLAs
• Defining service levels, performance metrics, and quality standards
• Workshop on developing SLA templates and frameworks

Day 3:
Negotiating SLAs with Clients or Service Providers
• Strategies for negotiating SLAs with clients or service providers
• Identifying and addressing stakeholders' interests and concerns
• Role-playing exercises in SLA negotiation scenarios

Day 4:
Monitoring and Evaluating Service Performance
• Techniques for monitoring service performance against SLA targets
• Establishing performance measurement frameworks and dashboards
• Continuous improvement strategies for meeting SLA objectives
Day 5:
SLA Management and Review
• Implementing SLA management processes and procedures
• Conducting regular SLA reviews and performance evaluations
• Final assessment and certification

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.