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Establishing & Writing Service Level Agreements
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Establishing & Writing Service Level Agreements

2-Day Training Course: The best practice guide to quality SLAs. An intensive course that will help you design & write an SLA that delivers quality-of-service from third-party providers & encourages performance, rewards service quality, & rectifies non-compliance.

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Key Learning Objectives

  • Understand the difference between a contract and a SLA and how to optimise their relationship
  • Build a solid, comprehensive, business framework for establishing a SLA
  • Know when in the contract lifecycle to prepare a SLA to maximise bargaining power
  • Identify key stakeholders in the agreement and specify accountabilities
  • Discover how to overcome challenges in defining service quality
  • Learn to ensure both parties interpret the SLA the same way
  • Determine appropriate key performance measurement parameters
  • Establish rewards/recourse to ensure contractors meet or exceed expectations
  • Detail your reporting requirements to guarantee you get the information you need
  • Gain exposure to the tricks, traps and tips that you need to know
  • Examine leading practices in SLA management

About the Course

In today’s competitive business environment of downsizing, tight budgets, and reduced resources, contract insourcing and outsourcing have become increasingly effective business tools in helping to achieve productivity gains and increase profitability.

As a manager, the responsibility rests with you to ensure your organisation effectively negotiates, manages, and monitors SLAs in key areas of the business. This hands-on course sets out to provide a sound, practical guide to establishing and managing the ongoing SLA, allowing the participant to work step by step through the processes.

This course consists of two intensive days of pragmatic methods that includes numerous interactive exercises and a case study designed to assist you in determining the best and most effective SLA techniques for your organisation. You will discover how to build a comprehensive and solid business framework for establishing a SLA.

Participants will be encouraged to participate in discussion and compare stories, issues and best practices.

Who Will Benefit

  • Course Level: Introductory
  • Recommended Pre-requisite: Contract Administration Fundamentals

This course is designed for both the novice and the experienced managers involved in ensuring effective service delivery, whether provided by external suppliers or in internal support functions

Job Titles Include (but not limited to)
Strategy, planning and resource managers, enterprise risk managers, product managers, contract administrators, personnel, managers and specialists, vendor managers, project and program managers, service delivery managers, operations and divisional managers, procurement and purchasing managers, logistics and supply chain managers, internal auditors charged with a contract oversight or review role.

How In-house Training works?

Interested in exploring how our In-house Training works?

Cost-effectiveness aside, one of the biggest benefits to our clients of in-house training is the opportunity to customise and tailor the content, delivery method and exercises of a training course to their exact needs. In order to achieve this, we follow a collaborative approach to bring the client & the trainer together to explore needs, shape content and define outcomes.

This video will give you an insight into the process and how bespoke courses are achieved. For more information please contact Holly on +61 (02) 9080 4454 or email


This course was very helpful because I’m moving into a new role, so all this was new to me and just what I needed.”
Mine Accountant, Beltana Mine Xstrata Coal

Learnt more in two days than months of on-the-job training.”
Senior Procurement Officer, Queensland State Government

Watch webinar

Our expert course trainer Sean McCarthy delivered an insightful webinar on “Using & understanding contracts as tools for ensuring deliverables”.

You’ll learn:

  •  Overcoming some of the common challenges associated with managing contracts
  •  How contracts act as tools for achieving set outcomes across deliverables or projects
  •  The importance of contract interpretation and building confidence in dealing with contracts

Course Outline


Introduction and overview of training

  • Course design layout – walkthrough of what you will learn
  • Meeting individual objectives – discuss your goals

Planning the SLA

The strategic elements of the SLA

  • Overview of the key components of the SLA
  • The SLAs role in the governing documents – where it fits in the scheme of things
  • Key objectives of SLAs to be successful
  • Establish the advantages and disadvantages of SLAs – when you should and shouldn’t use SLAs
  • Strategic considerations for SLAs-things to consider before you kick-off the SLA
  • Approaches to rolling out and determining which is best for you

Writing the SLA

Section 1 – Context

  • Identifying the stakeholders – specifying who they are and what is important to them

Section 2 – Scope overview

  • Distinguishing who is responsible for what – how to develop a responsibility matrix

Section 3 – Scope definitions

  • Defining the scope of work
  • Identifying the objectives of each service – highlight what’s really important

Section 4 – Key Performance Indicators (KPIs)

  • Introducing the Contract Scorecard – design the service, financial, relationship and strategic outcomes sought
  • Design the critical service metrics for a SLA
  • Investigating KPI stratifications and options

Section 5 – ‘Incentives’

  • Understanding financial and non-financial incentives
  • Understanding positive and negative incentives – using carrots and sticks
  • Explore different techniques to apply incentives – getting the most out of incentives

Section 6 – Reporting

  • Assessing the different types of reports
  • Exploring the various reports desired at different periods
  • Designing a KPI report

Section 7 – Glossary

  • Avoiding common misinterpretations – ensure all parties have the same understanding

Open forum and closing

  • Auditing SLAs

On-site & in-house training

Deliver this course how you want, where you want, when you want – and save up to 40%! 8+ employees seeking training on the same topic?

Talk to us about an on-site/in-house & customised solution.


Still have a question?

Sushil Kunwar
Training Consultant
+61 (0)2 9080 4395

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