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Developing, Managing & Implementing Service Level Agreements

Expert Speaker Catherine Tay

$430.00 (including GST)



Service Level Agreement (SLA) manages performance tracking information and provides feedback on your service agreement in an organization. SLA can quantify the level of service you receive, from outsourcing and service contracts with outside vendors, and to determine if resources are available when you need them and when an outage occurs. Service Level Management (SLM) collects SLA performance information to track service guarantees; as it is vital to detect a failure of a service guarantee, to reduce the economic impact. It is important for the parties to an outsourcing and SLA to agree on the desired service level and measure and monitor the real results effectively. A solid SLA sets expectations for both parties.

This programme is part of the Professional Skills Series, designed specifically to give you an in-depth understanding of how SLA works. Directors, Managers, Procurement Professionals, Business Account Executives and IT Professionals will find the programme especially relevant and useful.

What You Will Learn

At the end of this workshop, you will:

  • Understand the contractual basis of SLA
  • Learn to measure your SLA avoiding doctrine of penalties in liquidated damages
  • Learn to negotiate SLA using the Harvard Negotiation Project
  • Learn the structure of getting a good and solid SLA
  • Understand the risks in SLA, the legal implications and remedies
  • Learn to adapt to typical outsourcing agreement provisions to your needs

Programme Outline

1. Why do we need Service Level Agreements (SLA)?

  • Objectives and features of SLA
  • Negotiating the SLA
  • What SLA should cover?
    • Services and parameters of service defined
    • Service performance level
    • Measurements, benchmarks and targets utilized
    • Monitoring and tracking
    • Reporting analysed results
    • Regular reviews by both provider and recipient
    • Problem management
    • Resolution of disputes and default 
    • Fees and expenses
    • Customer duties and responsibilities
    • Duty of care and hours of work
    • Variations of requirements, amendments to SLA

2. Obligations of SLA

  • Realistic expectations
  • Allocation of proper resources to deliver required work
  • Define key services offerings
    • Performance goals and measurements
    • Constraints
    • Maintenance schedules
    • Addendums e.g. contact list or critical record outputs

3. The SLA document

  • Description of services
  • Service monitoring
  • Charging for services

4. Communication Strategies in Service Level Management (SLM)

  • Communication tools and techniques
    • Meetings
    • Training sessions
    • Publications
    • Personal contact
    • Presentations
    • Intranet
  • Avoiding conflicts and problems

5. Managing the Parties

  • Managing customers / recipient / client
  • Managing vendor / supplier / provider
  • Managing staff / personnel
  • Case-study

6. Services, Service Levels and Key Performance Indicators

  • Defining the specific services
  • Principles in Drafting service requirements
  • What to measure? How to measure?
  • Usage of historical data
  • Measurements in the absence of data
  • Service Credits, Charges, penalties
  • Escalator clauses
  • Bonuses

7. Specific Measurement Issues in Typical Outsourcing Activities

  • Catering, vending and hospitality services
  • Distribution
  • IT infrastructure
  • Telecommunications
  • Call centres

8. Clauses in Service Levels Agreements

  • Analysis of sample contract clauses

Expert Speakers

Catherine Tay

Catherine Tay has 35 years of experience in lecturing business law at the NUS Business School, where she was formerly an Associate Professor. She is author of more than 20 books, including titles on Contract Law, E-Commerce Law and Arbitration. She has also contributed and published legal articles in established international journals.

Catherine studied law at Queen Mary College, University of London and graduated with a Master of Laws.  She did her pupillage under the Honourable Lady Mary Hogg in London. Catherine is an Advocate & Solicitor of The Supreme Court of Singapore and also a Barrister-at-Law (of Lincoln's Inn), United Kingdom. She is a highly sought-after Trainer, and regularly conducts in-house seminars for hospitals, banks, statutory boards, hotels, commercial firms and companies, clubs and associations.

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