Description
Duration 5 days
Course description
This training course on contracts management highlights the importance of Service Level Agreements (SLA) 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 Service Level Agreement 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
Who should attend
- Service Delivery professionals/Quality Assurance professionals Contract Administrators, Contract Professionals and Project Coordinators
- IT Professionals
- Those involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally supplied corporate services
- What you will learn
- The benefits of using service level agreements
- How the different levels of SLAs operate
- What is involved in planning, writing and managing service level agreements
- Different SLA contracting structures and their applications
- SLA strengths and weaknesses, dealing with internal and external contractors
Course Objectives
- Planning & drafting a range of service level agreements & construct & control contract negotiations & disputes
- Articulating how quality SLAs should be included within the Procurement processes
- Negotiating service level agreements with internal and external suppliers
- Documenting appropriate quality outcomes from service contracts
- Evaluating the likely results from alternative service performance frameworks
