Events

Understanding & Developing Service Level Agreements (Code 807SLA)

9th July 2008 (9:00AM)

Location	Central London
Contact	Teresa Mulligan
Email	info@bifm-training.co.uk
Tel	020 7404 4440
Website	www.bifm-training.com
Details	Developing A Service Level Agreement Aim This course provides the knowledge and techniques to devise and develop effective Service Level Agreements Objectives By the end of this course you will be able to describe: How to evaluate customer requirements in order to develop SLA’s How to structure and write service level agreements The differences between service level agreements, specifications and contracts The key parties to a service level agreement and how to achieve their buy-in How to implement SLAs in an organization Performance objectives, measures and comparables including the use of KPIs How to use SLA’s to monitor staff and contractors to ensure service levels are achieved How to use SLA’s to change and improve Course description Service Level Agreements are the heart of a client-focused service. Facilities Managers need to be able to evaluate customer requirements, working within them to develop SLA’s, and then monitor staff and contractors to ensure that the required service levels are achieved. THE COURSE COVERS: BACKGROUND AND DEFINITIONS: Service Level Agreements, service specifications and contracts Why we need service level agreements The key parties to a service level agreement PLANNING THE PROJECT: Achieving buy-in from the key parties Reviewing existing service provision Identifying client/user needs Being realistic about resources Developing the programme STRUCTURING THE SLA: Service groupings – the options Audience and medium Organising the information WRITING THE SLA: Service requirements What we aim to achieve The key headings PERFORMANCE MEASUREMENT AND BENCHMARKING: Performance objectives Measures and comparables Demonstrating value for money LAUNCHING THE SLA: Strategies for getting started A CATALYST FOR CHANGE: Using the SLA service to change and improve
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