INTRODUCTION
This Service Charters and Service Level Agreements 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. On this training course, 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 this training course with practical tools & practices to develop improved SLAs.
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.
COURSE OBJECTIVES
At the end of the course, the participants will be able to:
DURATION
10 Days
WHO SHOULD ATTEND
This training course will benefit all levels of personnel engaged in purchasing and procurement, commercial and contracts management departments, and technical operatives providing performance under service level agreements. It will enable them to contextualize their work, understand the contract and become aware of the different issues and risks associated with Service Charters and SLA contracting.
This training course is suitable for a wide range of professionals but will greatly benefit:
COURSE CONTENT
“Agreements” in general/types of agreements
Drafting obligations or expectations
Legally Binding Obligations
How do we measure performance?
Enforcing the essentials
Building a Contract Management Plan
Principles and Functions of Service Level Agreements
Key Elements of a Service Level Agreements
Drafting your Service Level Agreement
Managing the in-life SLA
Using a Scorecard Approach to SLA Management
GENERAL NOTES
Dates | Fees | Location | Apply |
---|---|---|---|
11/12/2023 - 22/12/2023 | $2700 | Nairobi | Physical Class Online Class |
15/01/2024 - 26/01/2024 | $3000 | Nairobi | Physical Class Online Class |
12/02/2024 - 23/02/2024 | $3000 | Mombasa | Physical Class Online Class |
11/03/2024 - 22/03/2024 | $3000 | Nairobi | Physical Class Online Class |
08/04/2024 - 19/04/2024 | $3950 | Kigali | Physical Class Online Class |
13/05/2024 - 24/05/2024 | $5500 | Dubai | Physical Class Online Class |
10/06/2024 - 21/06/2024 | $3000 | Nairobi | Physical Class Online Class |
08/07/2024 - 19/07/2024 | $3000 | Nairobi | Physical Class Online Class |
12/08/2024 - 23/08/2024 | $3000 | Nairobi | Physical Class Online Class |
09/09/2024 - 20/09/2024 | $3000 | Nairobi | Physical Class Online Class |
14/10/2024 - 25/10/2024 | $3950 | Kigali | Physical Class Online Class |
11/11/2024 - 22/11/2024 | $3000 | Mombasa | Physical Class Online Class |
09/12/2024 - 20/12/2024 | $3000 | Nairobi | Physical Class Online Class |