Internal Service Level Agreements 'The Bridge between Services Providers and their Customers'




This course is designed to meet the needs of companies that are involved in service agreements with internal suppliers of services in achieving their strategic goals.

An internal service level agreement is a service level agreement (SLA) that is used to maintain a level of service internally, within an organization, rather than with an external party. Internal SLAs may apply to help desk services, network or application availability and performance, and any other internal processes. A typical service level agreement will cover:

Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems.

Service Level Agreements (SLAs) otherwise known as Service Contracts have been one of the critical success factors towards traditional client/vendor relationship. With the shift in focus onto quality of service to client, and the subsequent pressure from the business to improve service levels, more and more support desks are implementing Internal SLAs, but few know how to effectively deal with  them.


  • Plan and Draft a range of Internal Service Level Agreements
  • Articulate how quality SLAs should be used by a company in service performance management
  • Negotiate Service Level Agreements with Internal Suppliers
  • Document appropriate quality outcomes from service contracts
  • Evaluate the likely results from service performance frameworks
  • Understand the difference between a Contract and an SLA
  • Ensure both Service Providers and Customers interpret the SLA in same way
  • Document appropriate quality outcomes from service contracts
  • Appreciate the benefits and constraints of SLAs
  • Know what to include in a SLA
  • Create a manageable and effective SLAs


Training Methodology


This Contracts Management training seminar 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.

This interactive training course includes the following training methodologies as a percentage of the total tuition hours:

  • 30% Lectures, Concepts, Role Play
  • 30% Workshops & Work Presentations, Techniques
  • 20% Based on Case Studies & Practical Exercises
  • 20% Videos, Software & General Discussions
  • Pre and Post Test


Who Should Attend ?


  • CIOs / IT Managers
    • Service Delivery / Shared Service / Common Services / Customer Service Managers
    • Service Purchasing / Procurement Managers
    • Managers in Finance, Procurement, Facilities & Premises, Legal Services, Human Resources, Logistics and other support services
    • Vendor / Project Managers
    • Technical Support / Customer Support Managers
    • BPO Managers
    • Banks’ Managers
    • Outsourcing Managers
    • Business Development Managers



Day 1

Introduction and Course Objectives
• Providing an overview of the course
• Exploring expectations from the workshop and issues about internal business services

Service Level Agreements (SLAs) for Internal Business Services
• Defining SLAs and services management for internal business services
• Defining service and the objectives of SLAs
• Proving service quality in support of quality models
• How SLAs can support the user, business and supplier
• The role of SLAs in relational management and partnerships
• SLAs as a tool for dependable service economy empowerment
• Benefits and limitations of external SLAs and internal SLAs
• Discussion: Relating

Service Level Agreements (SLAs) to shared services Service Level Agreements – Supporting Mission & Strategy Achievement
• Internal SLAs in the balanced scorecard
• Strategic internal SLAs serving business mission achievement :
Explaining and demystifying jargons: CSFs, KPIs, SLAs and TPIs & Operational-level agreement (OLA)
• SERVQUAL - A multiple-item scale for measuring consumer perceptions of service quality
• Reactive service or proactive service

Day 2

Creating an Internal Service Level Agreement

Creating a typical internal service level agreement is a five-step process, the steps of which are

  • Set up internal meetings
  • Define performance metrics
  • Define penalties and rewards
  • Set up a monitoring system
  • Sign and review

Service Level Agreements (SLAs) Projects
     • Politics of service
     • Changing poor service to excellence
     • Cost and benefit issues of SLAs project
     • SLA project activities and phases
     • Organising for service and selling SLAs
     • Obstacles to success in SLAs projects and how to overcome them
     • Shared services: Catalogue of services & Service products
• Exercise #1: You will identify the service products, boundaries and limits for an SLA then you will briefly present your findings in a discussion

Day 3

Key Measurements and Activity Based Service Level Agreements (SLAs)
• What, where and how to measure?
• Creating key performance and service level indicators
• Service availability
• Service reliability
• Service responsiveness
• Appropriate quality metrics
• Quality issues
• Exercise #2: You will identify key performance indicators, measurement parameters and methods and apply Service Levels and Service Measurement metrics to the SLA project you have developed in Exercise #1. You will present their findings and compare them with other attendees.

Case Studies
• Case examples of different service quality metrics for specific
support services:
Finance & Accounting
Facilities / Premises Management
Service Desks, Call Centres and Contact Centres
Legal Services
• You may put forward your own internal service, for which the trainer will help to provide performance metrics

Day 4

Service Level Agreements for Information & Communications Technology
• How ICT can create meaningful quality metrics in support of the business, end-users and customers;

SLAs for computing services
SLAs to support desktops, laptop, tablets and smartphones
SLAs for telecommunications
SLAs for Cloud, mobile apps and web services
SLAs for development services
SLAs for contact centres, service desks, help desks and support
SLAs for maintenance
Business based SLAs for Call Centres & Contact Centres
Creating key performance and service level indicators

Creating Service Level Agreements (SLAs)
• Negotiating with customers and partners
• Usage Forecasts
• Infinite Capacity
• Managing Demand
• Realistic Limits to Service
• Monitoring Delivery
• Components of Service Level Management
• Dealing with new service introductions & related change management processes

Day 5

Format and Structure of The SLA
• SLA Models
• The one-page SLA
• Supplier or Customer Driven?
• Types of SLA
• The Role of the SLA in Invitations to Tender, Proposals and Contracts
• The Pilot SLA
• Exercise #1: You will identify constraints, limits and boundaries of service relevant to your services and develop policies to manage demand. Monitoring aspects will be covered.
• Discussion: Issues of reporting on SLA achievements
• Exercise #2: Delegates will develop a reporting format.

Costing services
• The impact of charging, charging options and issues
• Issues with Internal Charging
• Activity Based Costing
• Pricing Methods
• Cost Transfer - Corporate Tax Considerations

Intensive Case Study Exercise
•Building on the previous exercises, you will develop a structure and outline format for the Internal SLA document. You will discuss the formats and compare them to a model SLA for the same exercise. This will form the basis from which to develop the specific model SLA for Shared Services
• the results of the day’s exercises and discussions will be translated into action plans and timescales.
• SLA Surgery and Round Table - You may raise your own issues for discussion and advice

Service Level Agreements Tendering & Contracts – The Contractual Relationship
• How an effective SLA can improve the procurement process
• What is the difference between a contract and a SLA?
• When do you need a contract?
• The role of SLA in Outsourcing, Market Testing and Benchmarking

An Overview Of The Regional Practices On SLA
• Examining the similarities and differences of the Asian market with international markets
• Considering the business issues and cultural differences



  • 08:30 – 10:15 First Session
  • 10:15 – 10:30 Coffee Break
  • 10:30 – 12:15 Second Session
  • 12:15 – 12:30 Coffee Break
  • 12:30 – 14:00 Third Session
  • 14:00 – 15:00 Lunch



 The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: