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12 - CMN - Contract Management and Negotiation Skills


CMN 130 - Service Level Agreements (SLA)

Code Start Date Duration Venue Fees
CMN 130 26 October 2019 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 23 November 2019 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 21 December 2019 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 25 January 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 22 February 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 21 March 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 18 April 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 16 May 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 13 June 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 11 July 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 08 August 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 05 September 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 03 October 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 28 November 2020 5 Days Istanbul $ 3200 Registration Form Link
CMN 130 26 December 2020 5 Days Istanbul $ 3200 Registration Form Link
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Course Description

A Service Level Agreement (SLA) is the type of contract which defines exactly what level of service is expected or required from the service provider.  In order to draft such an agreement properly, the parties must develop an understanding of the concepts of developing and managing SLAs. This course introduces participants to the elements that should exist in this type of contracts, and the measure how supplier is bound to it. 

Course Objectives

  • Understanding the basics of SLAs
  • Learning the features, functions and benefits of lean contracts
  • Understanding how to monitor the contractor performance 
  • Learning how to develop and negotiate a contract 
  • Providing a mechanism for review and change to the service levels

Who Should Attend?

  • Project Managers
  • Outsourcing Managers
  • Customer Service Managers
  • Procurement Managers

Course Details/Schedule

Day 1

  • Service Level Agreements (SLA) definition 
  • Lean Contracts
  • Levels of service metrics 
  • Use of Balanced Scorecard with SLAs
  • How to Relate Payments and Rewards to Contractor Performance
  • Vendor Management

Day 2

  • The Contracting Cycle
  • The Tendering Process 
  • Costing the Service
  • Choosing the Right Contractor
  • The main elements of a good SLA Writing the SLA 
  • Advanced and special clauses that should be included in SLAs

Day 3

  • Things to include in the contract: 
  • Reliability
  • Responsiveness
  • Procedure for reporting problems
  • Monitoring and reporting service level
  • Escape clauses or constraints

Day 4

  • Implementing Contract Management and Delivery 
  • Changes to pricing
  • Contract Management
  • Change Control 

Day 5

  • Negotiating the SLA
  • Everything is about expectations
  • Defining the negotiation objective
  • Determine your primary, alternative and elegant currencies
  • Terminating an SLA