Service Level Agreements: Successful management of IT service providers
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Machine Learning Engineer
1. basics of service level agreements
- The function of SLAs in the service organization
- What types of contract are there (SLA, OLA, UC, etc.)?
- Quality criteria for Service Level Agreements according to ITIL®4
- Process indicators as quality and cost parameters
- Formal criteria for sustainable service level agreements
- Quality criteria for service level agreements
2. the workshop for creating high-quality SLAs
- The SLA as a project: How is a service level agreement created?
- The checklist for robust and versatile SLAs
- Review of existing SLAs and identification of deficiencies
- Application scenarios for service level agreements
3. tips for service level management
- The SLA in the continuous improvement process
- Service level agreements in an agile environment
- Evaluation of key figures and quality control
- Change requests in service level management
- Responsibility regulations in service level agreements
- Generative AI in service level management
In this training, you will learn how to use Service Level Agreements (SLA) to manage customer and supplier relationships in a practice-oriented manner.
You will gain important knowledge about various SLA deployments, hurdles and key figures relevant to SLA.
You will practise checking existing SLAs, identifying deficiencies and creating your own robust agreements.
You work with a tried-and-tested questionnaire that helps you to systematically improve SLAs.
You will analyze real SLA examples and develop a good feel for the possible applications of SLA.
After the training you will be able to use SLA as a tool for quality control and service improvement.
You will learn how to use generative AI to simplify the SLA process.
You will receive a helpful template with which you can efficiently create future SLAs.
This training training is conducted in a group of a maximum of 12 participants using the Zoom video conferencing software.
Individual support from the trainers is guaranteed - in the virtual classroom or individually in break-out sessions.
This course is aimed at anyone who manages services in companies - both on the service recipient and service provider side - and comes into contact with service level agreements.
Service managers, service owners, project managers and IT managers in particular benefit from this course. IT support specialists, IT consultants and contract managers will also gain valuable knowledge for working on service projects.
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