course | Service level agreement for managing services and improving business performance
Advance your career with Service level agreement for managing services and improving business performance. Hands‑on learning in GCC covering service level
PMCM-211 | Service level agreement for managing services and improving business performance
Course Sector : Project & Contract Management
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 07/09/2026 | 11/09/2026 | Dubai | $4,250 | Book now |
| 5 Days | 09/11/2026 | 13/11/2026 | Dubai | $4,250 | Book now |
| 5 Days | 17/01/2027 | 21/01/2027 | Riyadh | $4,250 | Book now |
| 5 Days | 26/04/2027 | 30/04/2027 | Barcelona | $4,950 | Book now |
Course Introduction
This course highlights the importance of Service Level Agreements to meet the needs of companies that are dependent on long-term partnership arrangements with external suppliers of services in achieving strategic goals.
Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems.
The SLA establishes the measurement methodology that should drive the quality of service performance created as a legal contract between supplier and customer, or as a formal agreement between one internal supplier department that provides corporate services to its internal client. It is imperative that everyone engaged in service provision understands the issues and processes involved in a service contract scenario.
Course objective
- Plan & draft a range of service level agreements & construct & control contract negotiations & disputes.
- Articulate how quality SLAs should be included within the Procurement processes.
- Negotiate service level agreements with internal and external suppliers.
- Document appropriate quality outcomes from service contracts.
- Evaluate the likely results from alternative service performance
Course audience
- Contract officers
- Procurement officers
- Service department personnel
Course Outline | Day 01
Principles and Functions of Service Level Agreements
- The need to measure the 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
Course Outline | Day 02
Key Elements of a Service Level Agreement
- 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
Course Outline | Day 03
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
Course Outline | Day 04
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
Course Outline | Day 05
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 an SLA Scorecard
- Key Performance Indicators to support the SLA
- Business process quality improvement
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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