DAY 1
Understanding the Core Concepts and Benefits of Service Level Agreements (SLAs)
- The importance of measuring service performance quality
- How and when SLAs contribute to maintaining high-quality service
- Defining the key objectives of an SLA
- Are SLAs formal contracts or simply tools to define expectations?
- Implementing SLAs for outsourced services and contractor relationships
- The role of SLAs in managing in-house departmental service levels
DAY 2
Key Components of a Service Level Agreement
- Identifying the services to be measured and evaluated
- Commonly used quality metrics and performance measures
- Frameworks for governing SLAs: Managing, tracking, and reporting performance
- Responsibilities of the customer within the SLA structure
- Managing risks and addressing problems within the SLA
- Understanding the conditions under which the SLA can be terminated
DAY 3
Creating an Effective Service Level Agreement
- Principles for drafting an SLA effectively
- A model structure for building a comprehensive SLA
- Core elements that make an SLA robust and effective
- Using clear, precise language for performance metrics
- Motivation strategies: Rewards and penalties to encourage compliance
- Practical checklists for drafting and reviewing SLAs
DAY 4
Managing and Maintaining the SLA During its Lifecycle
- Implementing review processes to ensure ongoing effectiveness
- Using escalation procedures to address underperformance
- Keeping SLAs up-to-date: Managing changes and revisions
- Techniques for negotiating adjustments in the SLA
- Options for customer intervention when service delivery falls short
- Learning from experiences to improve future SLAs
DAY 5
Applying a Balanced Scorecard Approach to SLA Management
- Introduction to the scorecard approach in SLA management
- Aligning the SLA with broader organizational goals and strategy
- Balancing the needs and expectations of various stakeholders
- Designing and building an effective SLA scorecard
- Identifying and using Key Performance Indicators (KPIs) to track SLA success
- Utilizing SLAs to drive continuous business process improvement
