Developing Effective Service Level Agreements

 Open Enrollment Offerings
Open enrollment offering of this course has not been scheduled currently. This course may be offered by arrangement at customer sites. E-mail training@businessbeam.com or call +92-21-34559076, 34316494 for details.


REGISTER ONLINE  or  CONTACT NEAREST CENTER


Introduction
Service Level Agreements are the heart of a client-focused service. Facilities Managers need to be able to evaluate customer requirements, working within them to develop SLA’s, and then monitor staff and contractors to ensure that the required service levels are achieved.

An essential part of ITIL Service Management framework, and effective SLA will ensure both users and the IT organization understand what services are available and how they are to be delivered, enabling effective delivery and consumption of IT services.

This course will help participants identify the salient features of an SLA, perform effective planning and negotiations for building the SLA, structure and write a SLA document, implementing the SLA and using it as a tool for positive change within the organization.


Contents
  • Background and definitions
    • Service level agreements, service specifications and contracts
    • Why we need service level agreements
    • The key parties to a service level agreement

  • Planning the project
    • Achieving buy-in from the key parties
    • Reviewing existing service provision
    • Identifying client/user needs
    • Being realistic about resources
    • Developing the program

  • Structuring the SLA
    • Service groupings - the options
    • Audience and medium
    • Organizing the information

  • Writing the SLA
    • Service requirements
    • What we aim to achieve
    • The key headings

  • Performance measurement and benchmarking
    • Performance objectives
    • Measures and comparables
    • Demonstrating value for money

  • Launching the SLA
    • Strategies for getting started

  • A catalyst for change
    • Using the SLA service to change and improve


Benefits
Participants will be able to:
  • How to evaluate customer requirements in order to develop SLA’s
  • How to structure and write service level agreements
  • The differences between service level agreements, specifications and contracts
  • The key parties to a service level agreement
  • How to achieve buy-in from the key parties
  • Performance objectives, measures and comparables
  • How to use SLA’s to monitor staff and contractors to ensure service levels are achieved
  • How to use SLA’s to change and improve


    Recommended Participants
    This course will be highly useful for:
  • All business managers who are responsible for purchasing and managing external services
  • All business managers who are responsible to deliver services to internal customers
  • All sales executives who are responsible for gaining and improving relationships with customers


    Materials Provided
  • Course reference manual containing copy of course slides, support documents, exercises, and their solutions
  • Course Certificate


    Duration and Timings
    One day - 9:30 AM to 5:30 PM


    Course Fee
    Rs.  13,000 per participant


    Questions about this Course?
    Please see our Frequently Asked Questions section for answers to some of the more common inquiries about Business Beam’s Executive Training Programme.


    Note: Mentioned details are tentative. Business Beam (Pvt.) Limited reserves the right to change the schedule, cost and other details without any prior notice.
    		•

    Download Company Profile
    PDF Format

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     





    Enter your work E-mail:
      © 2004 - Business Beam (Pvt.) Limited. All rights reserved. Privacy Policy