Creating & Managing Service Level Agreements (SLAs) [2 days]
September 2 - 3, 2010

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This course provides the guidelines for development of detailed service level agreements and the contents that form the basis of an agreement.


Course Contents

  • What a Service Level Agreement (SLA) is.
  • The Step-by Step Process for Preparing the SLA.
  • SLA Document Framework and Contents.
  • Start up Involving the Key Players.
  • Identifying Expectations and Defining Service Levels.
  • Establishing Service Performance Indicators.
  • Confirming Mutual Issues.
  • The Review Process.
  • Default Clauses and Mutual Obligations.
  • Service Schedules, Variations and Exclusions.
  • Dispute Resolutions.
  • Checklist to Agreements.

 

FEE: N57500.00
VAT Inclusive

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Please note that information on the website may be more up to date than that in the downloaded brochures.

 

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