Service Level Agreements: Planning, Negotiating & Managing High Quality Performance Contracts

In the competitive environment of today, managing your contracts regarding outsourced activities like IT, operations, maintenance and facilities management are more than ever an important issue. Service Level Agreements (SLAs) are being applied as a highly effective way to manage and control the relationship between the service provider and the end-user, both internally and externally. It manages the expectations of both parties, sets out the parameters of responsibility and offers performance indicators. Creating and managing formal agreements with suppliers of equipment and maintenance services requires not only a complete understanding of the business requirements and organization needs, but also depends on keeping up-to-date on contracting.

This training course will ensure that you understand how to decide rationally what activities to outsource and what not, how to select the best contractor and how to evaluate the delivered performance of all parties involved. You will understand the different contract types, the pros and cons of SLAs, avoid the potential pitfalls and improve the performance. Balanced scorecards to measure the contractor performance, used in several branches will be discussed. Through a combination of teaching and group work, you will leave the course with practical tools & practices to develop improved SLAs.

The training course 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 course as a unit.

Certificate

• Understand basic outsourcing considerations
• Learn the features, functions and benefits of lean contracts
• Understand the different contract types and when/how to apply them
• Understand the basics of SLAs
• Learn how to define service levels
• Understand how to monitor the contractor performance and relate the performance to penalties and rewards
• Learn how to develop and negotiate a contract - the contracting cycle
• Understand negotiating tips & tricks
• Learn how to manage SLAs during the contracting period

Global economics proves to us on a daily basis the organisational need for ‘fore-most’ and ‘leading’ talent in order to succeed in increasingly complex and competitive global markets. In order to achieve the ‘best’ possible result for organizations, developing the right talent is as much a necessity as hiring and retaining employees.

Who are we?

ZOE Talent Solutions is a global training and consulting firm that has been serving leading businesses in many countries. We specialise in capacity building and talent development solutions for individuals and organisations, through our highly customised courses and training sessions, in a wide array of disciplines.

What do we do?

ZOE assists organisations in identifying their most important goals, and guides management teams by working closely with each member, in making lasting improvements to their performance. This process thus promises a definite increase in revenue and savings and a higher Return On Investment (ROI). Over nearly a decade, our team has built a globally recommendable enterprise uniquely equipped skills including and not limited to coaching, facilitation , counselling and strategising.