The present Global economic recession mainly caused by the financial crisis in the US has
caused many private and public organizations to revisit their business dealings. Many
businesses are downsizing, working with tight budgets and contract outsourcing.
The dealings between two parties, the service provider and the customer come with its own
challenges. It is important that the expectations of both parties are met, and if you are to better manage those expectations a Service Level Agreement (SLA) becomes a necessary tool for the job. A service Level agreement (SLA) helps two parties improve communications, manage expectations, clarify responsibilities and build the foundation for a satisfactory relationship. Whilst SLAs have been proven to be very effective, not all bring about the intended results, most fail because establishing SLAs is not a simple process, perhaps even more complex than the problems it envisages solving.

• Gain an understanding of:

  • The value of Service Level Agreements to your Organization
  • How to implement an SLA project
  • Designing an SLA for your organization
  • Understand the legal background to SLAs
  • The tendering process
  • Techniques to evaluate tenders
  • Skills to manage a contract