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18 - CMN - Contract Management and Negotiation Skills

CMN 130 - Service Level Agreements (SLA)

Code	Start Date	Duration	Venue
CMN 130	02 December 2024	5 Days	Istanbul	Registration Form Link
CMN 130	06 January 2025	5 Days	Istanbul	Registration Form Link
CMN 130	03 March 2025	5 Days	Istanbul	Registration Form Link
CMN 130	28 April 2025	5 Days	Istanbul	Registration Form Link
CMN 130	23 June 2025	5 Days	Istanbul	Registration Form Link
CMN 130	18 August 2025	5 Days	Istanbul	Registration Form Link
CMN 130	13 October 2025	5 Days	Istanbul	Registration Form Link
CMN 130	08 December 2025	5 Days	Istanbul	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
- Implications of a poor scope of work
- erms and conditions
- Determining sourcing strategy
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
Evaluation methodology and evaluation of agreement
- Creating and Planning SLA Scorecard
- Key performance metrics
- Improving the quality of business processes

Day 5

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

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SAHARA Group Training and Consultancy INC (in Turkish: SAHARA Group Eğitim ve Danışmanlık AŞ)

Tax Office: Beyoğlu (Istanbul/Turkiye,Tax No: 7390525151 (Vergi Dairesi: Beyoğlu (İstanbul), Vergi No: 7390525151)

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(Click Category to List Courses)

18 - CMN - Contract Management and Negotiation Skills

CMN 130 - Service Level Agreements (SLA)

Course Description

Course Objectives

Who Should Attend?

Course Details/Schedule

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Day 2

Day 3

Day 4

Day 5

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