UNDERSTANDING & DRAFTING INTERNAL SERVICE LEVEL AGREEMENTS
“Defining and Managing Internal Expectations for Cross-Departmental Performance”
Course Schedule
| Date | Venue | Fees (Face-to-Face) |
|---|---|---|
| 28 – 30 May 2025 | Dubai, UAE | USD 2495 per delegate |
Course Introduction
As organizations grow in complexity, clear agreements between internal departments become essential for efficiency and accountability. Internal Service Level Agreements (SLAs) help formalize expectations between support functions such as HR, IT, Finance, and Operations, promoting better performance, fewer conflicts, and improved customer outcomes.
This 3-day practical course provides participants with the knowledge and tools to understand, develop, and implement effective internal SLAs. The program explores best practices in service definition, performance measurement, stakeholder alignment, and continuous improvement within organizational functions.
Course Objectives
By the end of this course, participants will be able to:
• Understand the role and importance of internal SLAs within an organization
• Draft SLA documents that clearly define services, responsibilities, and KPIs
• Establish realistic, measurable performance standards for internal functions
• Monitor and review SLAs to ensure ongoing alignment and service quality
• Facilitate cross-functional collaboration through agreed expectations
Key Benefits of Attending
• Learn how to prevent internal disputes and unmet service expectations
• Gain clarity in internal processes, ownership, and turnaround times
• Improve collaboration between departments and service units
• Create a culture of transparency and continuous improvement
• Align service functions with business and customer-facing objectives
Intended Audience
This program is designed for:
• Department heads and functional managers (e.g., HR, IT, Finance)
• Shared services and internal support team leaders
• Process improvement, quality, and performance officers
• Procurement and internal audit professionals
• Project managers and internal communications coordinators
Individual Benefits
Key competencies that will be developed include:
• SLA drafting and documentation skills
• Internal negotiation and stakeholder alignment
• Service design and KPI identification
• Monitoring and reviewing service performance
• Continuous improvement of service delivery
Organization Benefits
Upon completing the training course, participants will demonstrate:
• Improved internal collaboration and role clarity
• Enhanced operational efficiency across support functions
• Standardized internal service delivery expectations
• Reduction in service delays, disputes, and miscommunication
• Better alignment of internal services with external client needs
Instructional Methdology
The course follows a blended learning approach combining theory with practice:
• Strategy Briefings – SLA fundamentals, service design, and alignment frameworks
• Case Studies – Internal SLA success stories and failures across sectors
• Workshops – Drafting SLAs, defining metrics, and negotiation exercises
• Peer Exchange – Sharing internal service challenges and SLA use cases
• Tools – SLA templates, KPI lists, and performance review scorecards
Course Outline
Training Hours: 07:30 AM – 03:30 PM
Daily Format: 3 Learning Modules | Coffee Breaks: 09:30 & 11:15 | Lunch Break: 01:00 – 02:00
Day 1: SLA Foundations and Internal Service Design
Module 1: Understanding SLAs in an Internal Context (07:30 – 09:30)
• Why SLAs matter for internal services
Module 2: Key Components of an Effective SLA (09:45 – 11:15)
• Service scope, responsibilities, timelines, escalation
Module 3: Workshop – Map Internal Service Relationships (11:30 – 01:00)
• Identify opportunities for SLA creation
Day 2: Drafting and Negotiating SLAs
Module 4: SLA Metrics, KPIs, and Targets (07:30 – 09:30)
• Quantifying performance expectations
Module 5: SLA Negotiation and Stakeholder Buy-In (09:45 – 11:15)
• Balancing service capabilities and business needs
Module 6: Workshop – Draft a Departmental SLA (11:30 – 01:00)
• Use templates to create a real-life internal SLA
Day 3: SLA Monitoring, Review, and Improvement
Module 7: SLA Monitoring and Reporting Tools (07:30 – 09:30)
• Dashboards, reviews, and feedback loops
Module 8: Resolving SLA Breaches and Disputes (09:45 – 11:15)
• Root cause analysis and resolution pathways
Module 9: Final Workshop – Build a Continuous SLA Improvement Plan (11:30 – 01:00)
• Review and update mechanisms
Certification
Participants will receive a Certificate of Completion in Understanding & Drafting Internal Service Level Agreements, validating their ability to define, implement, and manage internal SLAs to drive functional alignment and performance.