Service Level Agreements (SLAs) Masterclass Training Course
This training course teaches you how to leverage service level agreements (sla’s) to drive performance in your business.
Available as:
Get the Course Sample Kit
Have a question? Email us at: support@ethanhathaway.com or visit the help center.
Service Level Agreements (SLA’s) Course Benefits
- Aligning your SLAs with the objectives of the business
- Defining the roles of the various management
- Encompassing KPI’s into your SLA documents
- Determining whether the deliverables of the SLA can be linked to your KPI’S
- Measuring SLA performance
- Dealing effectively with non-performance
- Highlighting the basis to reward good performance with service credits
- Managing changing requirements for streamlined management
- Benchmarking services and establishing world class standards
- Pinpointing the basis for price increase/decrease
- Strengthening the management of the transition of services when terminating an SLA
SLA Masterclass Training Course Agenda Highlights
In-Person vs Online Course Differences
In-Person Training Highlights
- Service Level Agreements (SLAs) for Internal Business Services
- Outlining the Level of Services Using Tools such as: Service Forecasting and Scenario Testing
- Service Level Agreements to shared services SLAs– Supporting Mission & Strategy Achievement
- Service Level Agreement Projects
- How to Perfect your SLA Using Enhanced SLA Modelling
- Key Measurements and Activity Based Service Level Agreements
- Finance & Accounting
- HR
- Procurement
- Facilities / Premises Management
- Service Desks, Call Centres and Contact Centres
- Logistics
- Legal Services Case Studies
***For in-person/live virtual training session, we can cover your own internal service, where the trainer will try to provide relevant performance metrics.
- How to Develop & Structure Your SLA
- Costing services
- Case Study Exercise
- How SLA Best Practices May Differ in Various Geographies
Online Self-Study Course Highlights:
***Please note the principles & concepts may be applied to various different SLA environments.
- Defining service-level agreements (SLA’s)
- 5 Benefits of SLA’s
- What SLA’s should and shouldn’t be
- The SLA Framework
- Different SLA’s for Different Situations
- How to Create an SLA: We share the 8 steps to creating your own SLA’s
- Exclusions and Checklists for your SLA’s
- Automated SLA’s
- A Look at the Supplier Perspective in an SLA
- SLA Metrics: How to Measure SLA Performance
- Common Mistakes in Developing & Implementing SLA’s
- SLA KPI’s: Including what’s the difference between SLA Metrics and KPI’s
- How to Use Balanced Scorecards
- SLA example: Cloud computing case study
- Bonus SLA resources
Get the Course Sample Kit
Have a question? Email us at: support@ethanhathaway.com or visit the help center.
Who Will Benefit
Who should attend this SLA Masterclass training course?
- Vendor / Project Managers
- Technical Support / Customer Support Managers
- BPO Managers
- Banks’ Managers
- Outsourcing Managers
- CIOs / IT Managers
- Service Delivery / Shared Service / Common Services / Customer Service Managers
- Service Purchasing / Procurement Managers
- Managers in Finance, Procurement, Facilities & Premises, Legal Services, Human Resources, Logistics and other support services
- Business Development Managers
SLA Course Reviews
What I liked Most from This Course:
1) Real SLA Examples
2) Content clear with a nice presentation
“Fully detailed topics reviewed.”
Ethan Hathaway Reviews
Get the Course Sample Kit
Have a question? Email us at: support@ethanhathaway.com or visit the help center.
What You Receive
All ONLINE courses include:
Sneak Peak Inside the Online Learning Portal
Have a look inside the online learning portal to get an idea of what it’s like.
Why Ethan Hathaway
Enrolment Options
ONLINE SELF-STUDY
USD 150 per year
For Individual learning at your own pace.
IN-HOUSE CUSTOMIZED / BESPOKE
Contact Us
Either schedule a private in-house (virtual/online) delivery and/or customize the content to your specific needs.