BEST PRACTICES FOR SERVICE LEVEL AGREEMENTS (SLAs)
Design, Negotiate, and Manage SLAs That Drive Performance and Strengthen Partnerships
Course Schedule
| Date | Venue | Fees (Face-to-Face) |
|---|---|---|
| 14 – 16 Oct 2025 | Doha – Qatar | USD 2495 per delegate |
Course Introduction
Service Level Agreements (SLAs) are essential tools for aligning service expectations, ensuring accountability, and maintaining strong relationships between service providers and clients. However, poorly defined or mismanaged SLAs can lead to disputes, performance gaps, and unmet expectations.
This 3-day practical course provides participants with a structured approach to drafting, negotiating, implementing, and managing SLAs that are measurable, enforceable, and aligned with business objectives. It covers SLA frameworks across IT, facilities, logistics, outsourcing, and support services.
Course Objectives
By the end of this course, participants will be able to:
• Define clear and measurable service levels based on organizational needs
• Structure SLA documents to align with performance, compliance, and customer satisfaction goals
• Negotiate fair and enforceable terms with internal and external service providers
• Monitor SLA compliance and manage performance deviations
• Apply best practices for SLA lifecycle management and continuous improvement
Key Benefits of Attending
• Learn how to create SLAs that reduce risk and improve service delivery
• Gain tools for measuring and reporting service provider performance
• Strengthen negotiation techniques for better contract outcomes
• Improve collaboration between business units, vendors, and stakeholders
• Ensure SLAs are linked to strategic, operational, and compliance objectives
Intended Audience
This program is designed for:
• Contract managers, procurement officers, and vendor relationship managers
• IT service managers and business continuity professionals
• Facilities, HR, and operations managers overseeing outsourced services
• Legal, compliance, and quality assurance personnel
• Anyone involved in SLA design, negotiation, or enforcement
Individual Benefits
Key competencies that will be developed include:
• SLA drafting and metrics definition
• Risk and performance-based negotiation
• Dispute resolution and service credits handling
• SLA monitoring, review, and renewal planning
• Communication and coordination with service partners
Organization Benefits
Upon completing the training course, participants will demonstrate:
• Improved service performance and accountability
• Reduced conflict and ambiguity in service relationships
• Stronger alignment between service delivery and business expectations
• Enhanced vendor management and contract governance
• Greater value from outsourced and internal services
Instructional Methdology
The course follows a blended learning approach combining theory with practice:
• Strategy Briefings – Key concepts, legal considerations, and service delivery models
• Case Studies – Examples of effective and failed SLAs across industries
• Workshops – SLA drafting, KPI selection, and issue resolution exercises
• Peer Exchange – Discussion of real SLA challenges and best practices
• Tools – SLA templates, compliance checklists, scorecards, and review schedules
Course Outline
DETAILED 3-DAY COURSE OUTLINE
Training Hours: 7:30 AM – 3:30 PM
Daily Format: 3–4 Learning Modules | Coffee breaks: 09:30 & 11:15 | Lunch Buffet: 01:00 – 02:00
Day 1: SLA Foundations and Frameworks
Module 1: Introduction to SLAs (07:30 – 09:30)
• SLA purpose, types, and benefits in different contexts
• Differences between SLAs, OLAs, and underpinning contracts
Module 2: Defining Scope and Service Metrics (09:45 – 11:15)
• Key Performance Indicators (KPIs), service levels, and thresholds
Module 3: Workshop – Mapping SLA Requirements (11:30 – 01:00)
• Drafting scope, roles, responsibilities, and deliverables
Module 4: Case Review – Real-World SLA Failures (02:00 – 03:30)
• Analysis of misaligned expectations and non-compliance
Day 2: SLA Negotiation and Risk Management
Module 1: Legal and Compliance Considerations (07:30 – 09:30)
• Terms, liability, confidentiality, penalties, and service credits
Module 2: Negotiating SLA Terms (09:45 – 11:15)
• Win-win negotiation tactics for internal and outsourced services
Module 3: Workshop – SLA Negotiation Simulation (11:30 – 01:00)
• Exercise in balancing cost, performance, and risk
Module 4: Risk Mitigation and SLA Flexibility (02:00 – 03:30)
• Contingency planning and adaptive service provisions
Day 3: SLA Implementation and Performance Management
Module 1: SLA Execution and Monitoring (07:30 – 09:30)
• Reporting tools, dashboards, and communication plans
Module 2: Reviewing and Updating SLAs (09:45 – 11:15)
• Performance reviews, audits, and continuous improvement
Module 3: Workshop – SLA Scorecard Design (11:30 – 01:00)
• Develop a scorecard for real or sample SLA monitoring
Module 4: Final Review – SLA Governance Framework (02:00 – 03:30)
• Wrap-up and development of a long-term SLA improvement plan
Certification
Participants will receive a Certificate of Completion in Best Practices for Service Level Agreements (SLAs), validating their ability to design, negotiate, and manage service agreements that support reliable delivery, partnership value, and operational excellence.