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Mastering Service Level Agreements

Optimising service delivery through enhanced preparation and streamlined management strategies

It is much more difficult to measure non-performance than performance.

Harold S. Geneen

WITHIN THIS TWO-DAY TRAINING, YOU WILL:

  • Aligning your SLAs with the objectives of the business
  • Defining the roles of the various departments and streamlining the roles for effective SLA management
  • Encompassing KPI's into your SLA documents
  • Measuring SLA performance and dealing effectively with non-performance
  • Highlighting the basis to reward good performance with service credits
  • Managing changing requirements for streamlined management
  • Benchmarking services and establishing world class standards
  • Pinpointing the basis for price increase / decrease
  • Strengthening the management of the transition of services when terminating a SLA

Why this training is crucial for your organisation :

    Service level agreements (SLAs) are in essence, the foundation of any company’s business interactions and if structured properly, will allow a company to capture the benefits of the relationship as well as the key expectations of the business interaction. Businesses nowadays are in a constant state of change creating the need to revise and/or add metrics more often than many think. SLAs need to strive to make an accurate reflection of the current service requirements of the relationship, while providing the mechanism to adapt along with your organisation and your industry.

    A re-occurring misconception includes the fact that the SLA process simply consists of drafting and designing an agreement for the providing or receiving of services. Instead, once the agreement has been drawn up, one has to continuously monitor whether the delivery of services is in fact being carried out as per the agreement, and this forms the post-drafting stage whereby checks are put in place to monitor and maintain the correct implementation of the services in the agreement.

    This training therefore aims to provide attendees with practical intelligence on mastering the art of executing successful SLAs. Aimed at bringing you a new perspective of effectively drafting and managing your SLAs, this two day intensive and interactive training will bring to you a unique outlook on service level agreements and their management. The course boasts of a highly acclaimed and ever popular guru in contract drafting. His intrinsic knowledge and practical coaching methods will equip you with skills that you will be able to implement immediately when back in the office on Monday morning. Do not miss this opportunity of taking a very unique perspective of drafting and implementing commercial contracts.

 

Who should attend?

Chiefs, Directors, Vice Presidents, Managers, Senior Management, Heads, Controllers, Analysts of:
  • SLA Managers
  • Legal Managers
  • IT Managers
  • Sales Managers
  • Purchasing Directors / Managers
  • Product Managers
  • Legal Advisors
  • Contract Managers
  • Facility Managers
  • Relationship Managers / CRM Managers
  • Business Development Managers
  • Strategic Planners
  • Maintenance Managers
  • Procurement Managers
  • Operations Directors / Managers

View TCLM'13 Programme Brochure

Participant Testimonials

"The consultant has been involved in numerous aspects relating to commercial law ranging from contracts to serious cases regarding employers and suppliers. He has the ability to keep things simple and not to make it more complex."

Managing Director, Blue Platinum’s Consulting (Pty) Ltd

"He (the consultant) is a very principled person with high morals and a strong work ethic and is quick to grasp new concepts and interpret them from a legal perspective."

Senior Executive, Accenture

Past Client(s)