An Intensive Professional
Development Training Course on

Service Level Agreements

Planning, Writing & Managing Quality SLAs

Course Options

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Why Choose Us

This Service Level Agreements training course gives professionals the knowledge to manage long-term service partnerships and align delivery with organisational expectations. As organisations depend increasingly on internal and external providers to meet strategic goals, clear, measurable and enforceable agreements become essential. It explains how SLAs operate within procurement and operational environments, including the factors that shape service quality and contractual performance. Participants therefore gain a practical understanding of how well-defined agreements support consistent, accountable and reliable service interactions.

The course examines how service standards are established, performance is measured, and SLAs function across different service delivery structures. It also addresses planning, drafting, evaluating and managing SLAs to build stronger, more transparent relationships between customers and suppliers. Professionals consider the strengths and weaknesses of SLAs, alongside the contractual expectations applying to both internal and external arrangements. Practical insight into proven performance-risk strategies enables attendees to apply SLA principles confidently within their own organisations.

This Service Level Agreements training course will highlight:

Understanding SLA roles within procurement and operational environments
Defining clear, measurable and enforceable service agreements
Establishing service standards and measuring contractual performance
Planning, drafting, evaluating and managing effective SLAs
Strengthening transparency between customers and service suppliers
Assessing SLA strengths, weaknesses, expectations and performance risks

Course Goals

What are the Goals?

This section outlines how the Service Level Agreements Training Course strengthens participants’ capabilities in planning, negotiating, drafting, and managing high-quality SLAs that promote strong operational performance.

Upon completing this Service Level Agreements Course, participants will be able to:

Plan and prepare customised service level agreements aligned with organisational requirements
Effectively conduct and oversee SLA negotiations with suppliers and internal partners
Incorporate quality-focused SLAs into procurement and contracting processes
Clearly record measurable outcomes and service expectations
Assess various service performance frameworks to determine their strengths and limitations
Resolve disputes and manage underperformance within contractual limits

Who is this Training Course for?

This Service Level Agreements training course is designed for:

Service Level Managers
Service Delivery Managers
Contract Managers
Commercial Managers
Procurement Managers
Vendor Relationship Managers
Supplier Relationship Managers
IT Service Managers
Operations Managers
Performance and Quality Managers

Learning Approach

How will this Training Course be Presented?

This Service Level Agreements Training Course applies highly participative methods intended to optimise comprehension and support practical implementation. Participants review genuine contract situations, assess SLA frameworks, and take part in discussions addressing challenges encountered within their organisations.

The training is delivered through:

Guided discussions examining SLA principles and actual issues
Team activities and case studies that strengthen planning and drafting principles
Practical instruments for assessing service performance and determining compliance
Participative sessions centred on negotiation, escalation, and issue resolution
Confidential discussion of workplace challenges to place learning in context
Methods for overseeing contractor performance and keeping SLAs relevant

These approaches enable participants to build confidence in developing and administering service agreements that promote dependable and measurable service outcomes.

The Course Content

Principles and Functions of Service Level Agreements

The need to measure quality of performance
Why, when and how can SLAs help to achieve quality
Key objectives
SLAs: Contracts or Contract substitutes?
Introducing SLAs for services bought in from contractors
Use of corporate SLAs between in-house departments

Key Elements of a Service Level Agreements

What services are being measured?
Typical quality measures
SLA Governance Frameworks: Managing, measuring and reporting service performance
Duties of the customer
Risk sharing and SLAs: Managing problems
Termination of the agreement

Drafting your Service Level Agreement

Drafting principles
A model structure for the SLA
Essential elements of a quality SLA
Using appropriate measurement language
Carrots or sticks to encourage achievement
SLA checklists

Managing the in-life SLA

Review processes
Using escalation to manage quality performance
Keeping the SLA relevant: Managing changes
Negotiation techniques to manage the variation
Customer intervention options with an underperforming contractor
Learning and applying lessons for the next SLA

Using a Scorecard Approach to SLA Management

Origins of the scorecard approach
Aligning the SLA with the corporate strategy
Balancing the needs of stakeholders
Planning and Constructing a SLA scorecard
Key Performance indicators to support the SLA
Business process quality improvement

Recognition

Certificate

• Wallstreet Development Academy Certificate of Completion for delegates who attend and complete the training course.

Frequently Asked Questions

You will learn about planning, writing and managing quality service level agreements. The course focuses on the main stages of working with SLAs, from initial planning through ongoing management. It is designed to build practical understanding of how quality SLAs are developed and maintained.

This course is relevant to professionals whose work involves planning, drafting or managing service level agreements. It may also suit those seeking a clearer understanding of how quality SLAs are handled. The available course information does not specify particular job titles or prerequisites.

Yes, the course specifically focuses on writing quality service level agreements. It treats SLA writing as a core part of the wider process alongside planning and management. The available information does not list specific clauses, templates or drafting techniques.

The course builds skills related to planning, writing and managing service level agreements. These capabilities support a more structured approach to handling SLAs across their key stages. The emphasis is on quality throughout the SLA process.

The training covers the planning, writing and management of quality SLAs. It brings these three areas together as connected parts of the service level agreement process. The course content is specifically focused on SLAs rather than service management more broadly.

Yes, planning service level agreements is one of the course’s stated areas of focus. Participants can expect to examine planning as an essential stage before an SLA is written and managed. No detailed planning topics are specified in the available course information.

Yes, managing quality SLAs is a central focus of the course. The training goes beyond planning and writing by addressing the management stage of service level agreements. Specific management methods or tools are not detailed in the provided course information.

No, the course is not limited to drafting service level agreements. It covers planning and management as well as writing, providing a broader focus on quality SLAs. This means participants consider the work that takes place before and after an SLA is written.