Drafting and implementing service level agreements

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Audience

Anyone who provides or receives a business service on a regular basis, including:

• IT Managers
• Sales Managers
• Purchasing Managers
• Product Managers
• Contract Managers
• Business Development Managers
• Procurement Managers
• Operations Managers

Skills Gained

After your participation in this seminar you will be able to:

• Articulate the key benefits and applications of SLAs
• Identify and engage customers
• Apply a structured process to creating an agreement
• Define management processes and resources

Course Outline

Introduction: the SLA in context

• Defining the business and contractual context
• The objectives of a SLA
• The type of services to which they can be applied
• When SLAs are most needed
• The seven deadly sins

The customer perspective

• The importance of customers
• Defining customer needs
• How to find and manage customers and stakeholders
• Options for communicating, engaging and gaining commitment

Developing a structure

• The task of putting a SLA together
• How to find and set KPIs and establish measures
• Defining reporting structures
• How to make a risk assessment
• Business continuity measures

Managing the agreement

• The role of intelligent customer and how to fulfil it
• How to represent customers
• Managing change and providing challenge
• Maintaining change control

Managing change

• The inevitability of change and how to define it
• How best to deal with incremental and step change
• How to develop business cases, and manage projects
• Maintaining change control
• Achieving benefits

Managing relationships

• The importance of customer and supplier relationships
• Need for a robust agreement
• The implications of partnering
• The range of incentives and penalties available
• Honesty, Openness, Politics and Economics

Getting to the end

• All good things come to an end
• The key termination issues
• Preparation for termination and mechanics
• Ownership issues, transfers, and business continuity

Drafting and implementing service level agreements / CM027283