Course
digicode: H41203
Service Level Agreements: Successful Management of IT Service Providers
Course facts
Download as PDF- Learning how to use Service Level Agreements (SLAs) strategically to manage customer and supplier relationships in a practical way
- Gaining important knowledge about various SLA applications, challenges, and key metrics relevant to SLAs
- Practicing how to review existing SLAs, identify shortcomings, and create your own robust agreements
- Working with a proven questionnaire that helps systematically improve SLAs
- Analyzing real-world SLA examples and developing a good sense of the potential applications of SLAs
- Using SLAs as a tool for quality control and service improvement
- Learning how generative AI can be used to simplify the SLA process
- Receiving a helpful template for efficiently creating future SLAs
1 Fundamentals of Service Level Agreements
- The function of SLAs in a service organization
- What types of agreements are there (SLA, OLA, UC, etc.)?
- Quality criteria for Service Level Agreements according to ITIL®4
- Process metrics as quality and cost parameters
- Formal criteria for viable Service Level Agreements
- Quality criteria for Service Level Agreements
2 Workshop on Creating High-Quality SLAs
- The SLA as a project: how is a Service Level Agreement developed?
- The checklist for robust and versatile SLAs
- Reviewing existing SLAs and identifying deficiencies
- Usage scenarios for Service Level Agreements
3 Tips for Service Level Management
- The SLA in the continuous improvement process
- Service Level Agreements in an agile environment
- Analysis of metrics and quality control
- Change requests in service level management
- Responsibility provisions in Service Level Agreements
- Generative AI in service level management
This online seminar will be held in a group of no more than 12 participants using the Zoom video conferencing software.
Individual support from the instructors is guaranteed – either in the virtual classroom or one-on-one during breakout sessions.
This course is aimed at anyone who manages services within an organization – whether on the service recipient or service provider side – and who deals with service level agreements.
Service managers, service owners, project managers, and IT managers will benefit from this course in particular. IT support specialists, IT consultants, and contract managers will also gain valuable knowledge for their work on service projects.
There are no formal prerequisites for this course.
We recommend booking at least 14 days before the seminar date so that you can receive any documents by post in good time.