How to Write Service Level Agreements

Document Sample
How to Write Service Level Agreements Powered By Docstoc
					Service Level Agreements
1-day course


This course provides the knowledge and techniques to devise and develop effective Service
Level Agreements


By the end of this course you will be able to describe:

How to evaluate customer requirements in order to develop SLAs
How to structure and write service level agreements
The differences between service level agreements, specifications and contracts
The key parties to a service level agreement and how to achieve their buy-in
How to implement SLAs in an organization
Performance objectives, measures and comparables including the use of KPIs
How to use SLA’s to monitor staff and contractors to ensure service levels are achieved
How to use SLA’s to change and improve

Course description

Service Level Agreements are the heart of a client-focused service. Facilities managers
need to be able to evaluate customer requirements, working within them to develop SLAs,
and then monitor staff and contractors to ensure that the required service levels are

The course covers:

Background and definitions
   Service Level Agreements, service specifications and contracts
   Why we need service level agreements
   The key parties to a service level agreement

Planning the project
   Achieving buy-in from the key parties
   Reviewing existing service provision
   Identifying client/user needs
   Being realistic about resources
   Developing the programme

Structuring the SLA
   Service groupings – the options
   Audience and medium
   Organising the information

Writing the SLA
   Service requirements
   What we aim to achieve
   The key headings

Performance measurement and benchmarking
   Performance objectives
   Measures and comparables
   Demonstrating value for money

Launching the SLA
   Strategies for getting started

A catalyst for change
   Using the SLA service to change and improve


08.45 Registration and Coffee

09.15 SLAs – Purpose, Scope and Content

10.45 Coffee

11.00 Structuring An SLA

13.00 Lunch

14.00 Developing Service Level Agreements

15.15 Tea

15.30 Performance Measurement and KPIs

16.45 Summary and Conclusions

17.0   Course Close

  How do I book?
  Telephone: 020 7404 4440



            To book online, copy the above URL into your web browser and scroll
            down to the registration link below the course description.

                     Registered address: Quadrilect Ltd, 112 High Holborn, London WC1V 6JS
                             (Registration 2939410) VAT Registration No. 791 4806 05
              Telephone +44 (0) 20 7404 4440 +44 (0) 20 7242 4141 Facsimile: + 44 (0) 20 7404 0258
                         Email: Website:

Description: How to Write Service Level Agreements document sample