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Passionately developing careers since 2000.
عربي
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Why Attend
Service Level Agreements (SLAs) are implemented as a highly effective tool for managing and controlling the relationship between service providers and end usersâboth internally and externally. These agreements help set mutual expectations, define responsibilities, and establish performance indicators. Preparing and managing formal agreements with equipment suppliers and maintenance service providers requires a comprehensive understanding of business requirements and organizational needs. This course will help you understand the importance of planning and developing effective Service Level Agreements (SLAs). It will also cover the different types of contracts and the associated SLAs, which can help avoid common issues during contract execution. Properly designed SLAs contribute to improving performance, especially when they include standards and tools for continuous improvement. Balanced Scorecards can be used to measure execution performance within these agreements.
Overview
Course Outline
Schedule & Fees
Methodology
Interactive lectures and theoretical presentations
Real-life case studies
Practical exercises on SLA drafting
Group discussions and experience sharing
Simulations of SLA evaluation and implementation scenarios
Course Objectives
By the end of the course, participants will be able to:
Understand the core concepts of Service Level Agreements
Professionally draft and develop SLA documents
Negotiate service terms effectively between stakeholders
Define and measure Key Performance Indicators (KPIs) related to SLA
Monitor performance and analyze deviations
Manage relationships between service providers and clients to ensure SLA compliance
Target Audience
IT Managers and Supervisors
Contract and Service Managers
Project and Operations Managers
Technical Support Teams and Service Providers
Professionals seeking to enhance negotiation and service delivery skills
Target Competencies
Technical and commercial contract drafting
Service performance analysis and evaluation
Negotiation and client relationship management
Continuous improvement in service delivery
Practical knowledge of SLAs, OLAs, and UCs
Larimar will help you find what you are looking for
