INTRODUCTION

This  Service Level Agreements training course will ensure that you understand how to decide rationally what activities to outsource and what not, how to select the best contractor and how to evaluate the delivered performance of all parties involved. On this training course, you will understand the different contract types, the pros and cons of SLAs, avoid the potential pitfalls and improve the performance. Balanced scorecards to measure the contractor performance, used in several branches will be discussed. Through a combination of teaching and group work, you will leave this training course with practical tools & practices to develop improved SLAs.

Objectives

This is a very interactive  Service Level Agreements training seminar that will give you a detailed overview of how to develop and implement contract  what to include and what to avoid. This Contract Management training seminar will highlight the benefits and pitfalls of SLAs, and alternative approaches, using case studies and exercises as illustrations.

1.       Understand Basic Outsourcing Considerations

2.       Learn the Features, Functions and Benefits of Lean Contracts

3.       Understand the Different Contract Types and When / How to apply them

4.       Understand the Basics of SLAs

5.       Learn How to Define Service Levels

6.       Understand How to Monitor the Contractor Performance and Relate the Performance to Penalties and Rewards

7.       Learn How to Develop and Negotiate a Contract – The Contracting Cycle

8.       Understand Negotiating Tips & Tricks

9.       Learn How to Manage SLAs during the Contracting Period

Course Outline

DAY 1

Outsourcing Considerations

Introduction to Program

Introduction Delegates

Asset Management - Roles and The Relationship with Contracting

Considerations in Outsourcing Activities – What to outsource and what not?

Outsourcing Models

DAY 2

Basic Elements of a SLA

Introduction to Different Contract Types – When to apply, what contract type?

Lean Contracts

What is SLA?

Parties Involved

Assessment of Service Levels – current & required

Defining Key Performance Indicators to Monitor the Performance of All Parties Involved

Use of Balanced Scorecard with SLAs

How to Relate Payments and Rewards to Contractor Performance

Is SLA always the right solution? – partnerships

Vendor Management

DAY 3

Developing the SLA

The Contracting Cycle

The Tendering Process – Modern Ways of Tendering

Costing the Service

Choosing the Right Contractor

Writing the SLA – SLA Templates

Review the Draft SLA

Implementing Contract Management & Delivery – How to make it work?

DAY 4

Negotiating the SLA

Everything is About Expectations

Defining the Negotiation Objective

Determine Your Primary, Alternative and Elegant Currencies

Negotiation Ploys and Tactics – tips and tricks

DAY 5

Final Workshop

Development of a SLA in an Extensive Workshop

Wrap-up.