Improve Service Level Agreements



This contracts management training course highlights the importance of Service Level Agreements to meet the needs of companies that are dependent on long-term partnership arrangements with external suppliers of services in achieving strategic goals. Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems.

The SLA establishes the measurement methodology that should drive the quality of service performance created as a legal contract between supplier and customer, or as a formal agreement between one internal supplier departments that provides corporate services to its internal client. It is imperative that everyone engaged in service provision understands the issues and processes involved in a service contract scenario

This training course will feature:

  • The benefits of using service level agreements
  • How the different levels of SLAs operate
  • What is involved in planning, writing and managing service level agreements
  • Different SLA contracting structures and their applications
  • SLA strengths and weaknesses, dealing with internal and external contractors

Ø Objectives


This is a very interactive training seminar and it will give you a detailed overview of how to develop and implement contract ( SLAs) - what to include and what to avoid. This training will highlight the benefits and pitfalls of SLAs, and alternative approaches, using case studies and exercises as illustrations.

Participants attending the training seminar will:

l  Understand Basic Outsourcing Considerations

l  Learn the Features, Functions and Benefits of Lean Contracts

l  Understand the Different Contract Types and when / how to apply them

l  Understand the Basics of SLAs

l  Learn How to Fefine Service Levels

l  Understand How to Monitor the Contractor Performance and relate the performance to penalties and rewards

l  Learn How to Develop and Negotiate a Contract – the Contracting Cycle

l  Understand Negotiating Tips & Tricks

l  Learn How to Manage SLAs during the Contracting Period



This training course will combine presentations with instructor-guided interactive discussions between participants relating to their individual workplace. Practical exercises, video material and case studies aiming at stimulating these discussions and providing maximum benefit to the participants will support the training.

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

l  30% Lectures, Concepts, Role Play

l  30% Workshops & Work Presentations, Techniques

l  20% Based on Case Studies & Practical Exercises

l  20% Videos, Software & General Discussions

Pre and Post Test




l  The 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 1

Outsourcing Considerations

l  Introduction to Program

l  Introduction Delegates

l  Asset Management - roles and the relationship with contracting

l  Considerations in Outsourcing Activities – what to outsource and what not?

l  Outsourcing Models

l  Case Study regarding Outsourcing

Day  2


 Basic Elements of a SLA

l  Introduction to Different Contract Types – when to apply what contract type?

l  Lean Contracts

l  What is SLA?

l  Parties involved

l  Assessment of Service levels – current & required

l  Defining Key Performance Indicators to monitor the performance of all parties involved

l  Use of Balanced Scorecard with SLAs

l  How to relate Payments and Rewards to Contractor Performance

l  Is SLA always the right solution? – partnerships

l  Vendor Management

l  Interactive Exercise regarding Service Levels & Performance Indicators


Day 3


 Developing the SLA

l  The Contracting Cycle

l  The Tendering Process – modern ways of tendering

l  Costing the Service

l  Choosing the Right Contractor

l  Writing the SLA – SLA templates

l  Review the Draft SLA

l  Implementing Contract Management & Delivery – how to make it work

l  Interactive Exercise regarding Review of Existing Contracts 

Day 4

 Negotiating the SLA

l  Everything is about Expectations

l  Defining the Negotiation Objective

l  Determine your Primary, Alternative and Elegant currencies

l  Negotiation Ploys and Tactics – tips and tricks

l  Interactive Exercise and Role Play regarding Negotiating

Day 5

 Final Workshop 

l  Development of a SLA in an Extensive Workshop

l  Wrap-up

Case study: Service Level Agreements - a framework for assuring and improving the quality  support services to Ministries of Putra Jaya City (Malaysia)

l  Developing service statements for all support services.

l  Negotiation of agreements

l  Management of agreements

l  Discussion



  • 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 :