This Service Level Agreements (SLA) training course will help you make informed decisions on which activities to outsource and which to retain in-house, how to choose the right contractor, and how to assess the performance of all parties involved. Throughout this Energy training course, you will learn about different contract types, the advantages and disadvantages of SLAs, how to avoid common pitfalls, and how to improve overall performance. The use of balanced scorecards to evaluate contractor performance, as implemented across various industries, will also be covered. By participating in both theoretical lessons and group discussions, you will acquire practical tools and strategies to enhance SLA development.
In today’s competitive landscape, managing outsourced contracts, including IT, operations, maintenance, and facilities management, is crucial. Service Level Agreements (SLAs) are a highly effective way to control and manage the relationship between service providers and end-users, both internally and externally. SLAs help align expectations, define responsibilities, and provide clear performance metrics. Effectively managing formal agreements with suppliers for equipment and maintenance services requires a thorough understanding of both business needs and contract management, as well as staying updated with the latest contracting practices.
This highly interactive Service Level Agreements (SLA) training course will provide a comprehensive understanding of how to create and implement contracts, particularly SLAs—highlighting key elements to include and common mistakes to avoid. Through case studies and practical exercises, this course will examine the advantages and challenges of SLAs, along with alternative approaches to consider.
By the end of this Service Level Agreements training course, participants will be able to:
- Understand the key factors to consider when outsourcing
- Recognize the features, benefits, and functions of lean contracts
- Differentiate between various contract types and know when and how to use each
- Grasp the fundamentals of SLAs
- Learn how to define service levels effectively
- Understand how to track contractor performance and link performance to rewards and penalties
- Gain insights into developing and negotiating contracts, covering the entire contracting cycle
- Master negotiation techniques for successful contract discussions
- Learn strategies for managing SLAs throughout the duration of the contract
This Service Level Agreements training course will be conducted along workshop principles with formal lectures and many interactive exercises. The exercises will cope with different areas like operations, maintenance and IT.
- Maximize the effectiveness of SLAs by improving, negotiating, and implementing stronger agreements.
- Avoid common pitfalls in the development and establishment of SLAs.
- Save time and money for the company by preventing unnecessary issues and complications.
By participating in this Service Level Agreements training course, attendees will enhance their skillset and increase their professional value, helping to shape and advance their career trajectory.
This Service Level Agreements training programme will benefit all professionals negotiating contracts (SLAs) and managing relationships with internal and external suppliers. Teams who have been assigned the responsibility of establishing SLAs will find it extremely useful to attend this training programme as a unit.
Day One: Outsourcing Considerations
- Introduction to Program
- Introduction Delegates
- Asset Management - Roles and The Relationship with Contracting
- Considerations in Outsourcing Activities – What to outsource and what not?
- Outsourcing Models
Day Two: Basic Elements of a SLA
- Introduction to Different Contract Types – When to apply, what contract type?
- Lean Contracts
- What is SLA?
- Parties Involved
- Assessment of Service Levels – current & required
- Defining Key Performance Indicators to Monitor the Performance of All Parties Involved
- Use of Balanced Scorecard with SLAs
- How to Relate Payments and Rewards to Contractor Performance
- Is SLA always the right solution? – partnerships
- Vendor Management
Day Three: Developing the SLA
- The Contracting Cycle
- The Tendering Process – Modern Ways of Tendering
- Costing the Service
- Choosing the Right Contractor
- Writing the SLA – SLA Templates
- Review the Draft SLA
- Implementing Contract Management & Delivery – How to make it work?
Day Four: Negotiating the SLA
- Everything is About Expectations
- Defining the Negotiation Objective
- Determine Your Primary, Alternative and Elegant Currencies
- Negotiation Ploys and Tactics – tips and tricks
Day Five: Final Workshop
- Development of a SLA in an Extensive Workshop
- Wrap-up
