Service Level Agreements - How to develop solid hand-offs and connections between teams

This short course shouldn't take longer than 30 minutes to complete, on Service Level Agreements (SLAs) is designed to educate individuals and businesses about the importance of SLAs and how to create, manage, and meet them effectively. You simply cannot delight your external customer unless your Internal customer service is up to scratch! The course provides participants with a comprehensive understanding of SLAs, from their creation and negotiation to monitoring and management. It should equip them with practical skills and knowledge to develop, implement, and maintain effective SLAs in their organizations or as service providers. Template and One Point Lesson included!

Riaan Du Plooy | Author Level 5

(0) 0 Students

What you will learn

  • SLA

  • Department boundaries

  • Measure and track expectations

  • Service Level Agreement

  • Agree on the rules

  • Internal and external customers

Course Content:

Introduction to Service Level Agreements (SLAs):
Definition and purpose of SLAs.
Why SLAs are crucial for service providers and customers.

Types of SLAs:
Differentiating between internal SLAs, external SLAs, and customer SLAs.
Service-based vs. customer-based SLAs.

Components of an SLA:
Key elements, including service description, metrics, targets, responsibilities, and penalties.
SLA structure and format.

Benefits of SLAs:
Understanding the advantages of using SLAs for both service providers and customers.
How SLAs contribute to customer satisfaction.

Creating an SLA:
Step-by-step process for developing an SLA.
Defining measurable service levels and metrics.
Setting realistic and achievable targets.

Negotiating SLAs:
Best practices for negotiating SLAs with customers or service providers.
Balancing customer expectations with operational capabilities.

Monitoring and Reporting:
Establishing mechanisms for continuous monitoring of SLA performance.
Tools and software for tracking SLA metrics.
Creating regular SLA reports.

SLA Management and Governance:
Roles and responsibilities in SLA management.
Ensuring compliance and accountability.

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Meet Your Instructor

4.6 Rating
149 Students
Author Level 5
121 Courses
About Instructor

Riaan is a dynamic leader, coach, facilitator, Lean Six Sigma Master Black Belt with over 20 years of hands-on experience driving business results. Riaan is highly skilled and has worked across diverse industries internationally. With a degree in Chemical Engineering, Riaan started in the major breweries and bakeries in South Africa and was so dedicated to his work that he was often known to take his work home with him.


$ 15.00 $ 20.00

25.00% off
  • Course Duration
    11 min 27 sec
  • Course Level
  • Student Enrolled
  • Language
This Course Includes
  • 11 min 27 sec Video Lectures
  • 0 Quizzes
  • 0 Assignments
  • 0 Downloadable Resources
  • 365 days after the enrollment
  • Certificate of Completion