Global Learning for Operational Leaders
Classroom
14 sessions
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Online / Live
14 sessions
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Introduction
Course overview
Service level agreements define the quality and performance expected from service providers and internal functions. Poorly designed SLAs measure the wrong things or are impossible to enforce.
This Aractech course covers SLA purpose and structure, defining services and service levels, KPIs and measurement, service credits and incentives, governance and reporting, reviews and continuous improvement. Participants design an SLA for a real service.
What you will achieve
Learning objectives
- Explain the purpose and structure of SLAs
- Define services and service levels clearly
- Select measurable KPIs
- Design service credits and incentives
- Govern and report on SLA performance
- Review and improve SLAs
Who should attend
Target audience
- Contract and vendor managers
- IT service managers
- Procurement professionals
- Shared services managers
- Facilities managers
- Outsourcing managers
Methodology
Learning approach
- Design workshops
- Case studies
- KPI exercises
- Negotiation role plays
- Group discussions
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
SLA Fundamentals
- What SLAs are
- Internal and external SLAs
- Structure
- Coffee break
- Structure (continued)
- Common problems
- Exercise: SLA critique
Day 2
Defining Services
- Service descriptions
- Scope
- Responsibilities
- Coffee break
- Responsibilities (continued)
- Dependencies
- Workshop: Service definition
Day 3
KPIs and Measurement
- Selecting KPIs
- Targets
- Measurement methods
- Coffee break
- Measurement methods (continued)
- Data sources
- Exercise: KPI design
Day 4
Credits and Incentives
- Service credits
- Incentives
- Earn-back
- Coffee break
- Earn-back (continued)
- Termination triggers
- Role play: SLA negotiation
Day 5
Governance
- Reporting
- Reviews
- Continuous improvement
- Coffee break
- Continuous improvement (continued)
- Relationship management
- Capstone: SLA design
FAQ
Frequently asked questions
What does Service Level Agreements: Design and Management (CON-005) cover?
This course covers Contracts Management through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 9 - 13 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Contract and vendor managers, IT service managers, Procurement professionals
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include Amsterdam, Istanbul, Rome, Kuala lumpur, Barcelona, London, Geneva.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
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Choose an available date and venue, add your participants, and we will email a formal quotation for Service Level Agreements: Design and Management to your business address.