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Service Level Agreement Training

We offer the following one day Service Level Agreement (SLA) training workshop primarily to public sector organisations. The workshop caters for staff engaged in either Frontline or Support Services.

We also provide an adapted version of this course for private sector customers wishing to create service level agreements, particularly in a shared services context, in their organisation.

Training Course Title:  Service Level Agreements

Start Time: 09.45

Finish Time 16.30:

Who should attend this course: Senior Finance, Corporate & Frontline Services managers and other individuals who will have responsibility for drafting and negotiating Service Level Agreements (SLA's) or staff from organisations who are considering moving to SLA's.
What will I gain from this course: This course aims to help those in public services who either purchase or provide services and wish to use a Service Level Agreement to contract for these services. SLA's will be considered within the wider procurement agenda and delegates will examine SLA's in the context of different organisational models including Shared Services.
The course content which should be broken down in to four sessions as follows:

Registration Time: 09.15 - 09.45. Course starts at 9.45

Session One Title: Over view of SLA, Memorandum and Terms & Conditions of Agreement
Session One Details:
Overview

• What is a SLA and how can it be used?
• Status of a SLA

SLA Framework and creating a simple SLA

• Memorandum of Agreement
• Conditions of Agreement
• Specification of Work
• Price Schedule

Memorandum of Agreement

• Identifying the parties to an agreement
• Service Mapping
• Case Study: Drafting a Memorandum of Agreement

Conditions of Agreement

• Payment; length; fluctuations; arbitration; monitoring; modifications; indemnity; default etc
• Case Study: Drafting the Conditions of Agreement

Break Approx Time : 11.30
Session Two Title: Specification of Work & Price Schedule
Session Two Details:
Specification of Work

• The purpose of a specification
• Types of specification
• Quality and performance standards
• Activity levels
• Case Study: Drafting a service specification

Price Schedule

• Types of contract
• Approaches to costing
• Pricing policy
• Case Study: Drafting a Price Schedule

Lunch Approx Time: 12.45
Session Three Title: SLAs in a Shared Services Environment
Session Three Details:

• Service Delivery & Management Framework
• Contents of a Service Level Agreement
• KPIs & linkages with SLAs
• SLA Success Factors
• Interactive Session Developing SLAs

Break Approx Time: 15.20
Session Four Title: Measuring SLA Performance
Session Four Details: Various SLA Case Studies

• Putting SLAs and performance measurement into practice
• Developing suitable measures
• Building measurement systems & reporting results
• Managing workload
• Driving change and improvements through use of SLAs

Contact us to find out more about the training workshop– we can also consider adapting our standard course to meet specific organisational requirements.