An Interactive 3-Day Training Course
Workshop on Understanding and Drafting Internal Service Level Agreements
Maximising Efficiency in Support Activities
Course Overview
Service Level Agreements are now regarded as an essential tool in devising, examining and measuring the quality of a company’s service performance. Having a monitored measurable standard maximises the efficiency of its operation and output, can incentivise employees and enhance customer experience, feeding directly in to the company’s bottom line. Using the Harvard Study Method of a rolling worked problem, this workshop will feature:
- The Benefits of using an Internal SLA
- What is involved in planning and writing an internal SLA?
- Devising Measurable Monitoring Criteria
- Creating a Methodology – from the simple to the sophisticated
- Documenting and Using Quality Outcomes and Results
Training Objectives
By the end of this GLOMACS workshop, participants will be able to:
- Plan and Draft a range of internal service level agreements
- Articulate how quality SLAs should be used by a company in service performance management
- Negotiate service level agreements with internal suppliers
- Document appropriate quality outcomes from service contracts
- Evaluate the likely results from service performance frameworks
Who should Attend?
This GLOMACS workshop will appeal to a wide variety of contracts personnel particularly those that are:
- Contract Administrators, Contract Professionals and Project Coordinators
- Service Delivery Professionals
- Quality Assurance Professionals
- IT Professionals
- Anyone involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally-supplied corporate services
About Saudi Glomacs
At Saudi GLOMACS, we specialize in delivering world-class training courses in Saudi Arabia and across various international locations. Our training courses are tailored to meet the unique demands of Saudi Vision 2030 and the Human Capability Development Program, focusing on empowering Saudi citizens and enhancing workforce skills. We offer diverse courses spanning leadership, management, engineering, and technical disciplines to cultivate expertise and drive professional growth. Our flexible learning options—whether in-person, online, or in-house—ensure accessibility and convenience for individuals and organizations alike.
With over 30+ years of experience through the GLOMACS global network, we are committed to delivering innovative, results-driven training solutions. Our expert instructors combine industry knowledge with dynamic teaching methods, fostering practical skill development and long-term career success. By choosing Saudi GLOMACS, you're investing in personal excellence and contributing to the Kingdom’s sustainable economic growth and vision-driven transformation.
Training Outline
DAY 1: Identifying the Scope of Your Internal SLA
- The Need to Measure Quality of Performance
- When, When and How SLAs help to achieve quality?
- Planning to meet Key Objectives
- What services are being measured?
- Drafting Principles and Model Structures
- Use of Corporate SLAs between In-house Departments
DAY 2: Managing the In-life SLA
- Review Processes
- Planning and Constructing a Scorecard Approach
- Keeping the SLA Relevant = Managing Changes
- Dealing with Underperformance
- Aligning the SLA with Corporate Strategy
Certificates
- On successful completion of this training course, GLOMACS Certificate will be awarded to the delegates
- Continuing Professional Education credits (CPE) : In accordance with the standards of the National Registry of CPE Sponsor, one CPE credit is granted per 50 minutes of attendance
Accreditation
GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.
All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.
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