• Principles and Functions of Service Level Agreements
•            The need to measure quality of performance
•            Why, when and how can SLAs help to achieve quality
•            Key objectives
•           SLAs: Contracts or Contract substitutes?
•           Introducing SLAs for services bought in from contractors
•           Use of corporate SLAs between in-house departments

Key Elements of a Service Level Agreements

•              What services are being measured?

•              Typical quality measures

•              SLA Governance Frameworks: Managing, measuring and reporting service performance

•              Duties of the customer

•              Risk sharing and SLAs: Managing problems

•              Termination of the agreement

Drafting your Service Level Agreement

•              Drafting principles

•              A model structure for the SLA

•              Essential elements of a quality SLA

•              Using appropriate measurement language

•              Carrots or sticks to encourage achievement

•              SLA checklists

Managing the in-life SLA

•              Review processes

•              Using escalation to manage quality performance

•              Keeping the SLA relevant: Managing changes

•              Negotiation techniques to manage the variation

•              Customer intervention options with an underperforming contractor

•              Learning and applying lessons for the next SLA

Using a Scorecard Approach to SLA Management

•              Origins of the scorecard approach

•              Aligning the SLA with the corporate strategy

•              Balancing the needs of stakeholders

•              Planning and Constructing a SLA scorecard

•              Key Performance indicators to support the SLA

•              Business process quality improvement