Service Level Agreement Development and Monitoring Course

Learn SLA design, service scope, KPIs, targets, measurement, exclusions, service credits, governance, escalation and performance improvement.

Contracts Management and Law Training Courses Confirmed

Training Locations

This Service Level Agreement Development and Monitoring Course is available in multiple cities. Please select your preferred location from the list below

Durrës

Albania

Tirana

Albania

Andorra la Vella

Andorra

Escaldes-Engordany

Andorra

Innsbruck

Austria

Salzburg

Austria

Vienna

Austria

Gomel

Belarus

Minsk

Belarus

Antwerp

Belgium

Brussels

Belgium

Banja Luka

Bosnia and Herzegovina

Sarajevo

Bosnia and Herzegovina

Plovdiv

Bulgaria

Sofia

Bulgaria

Dubrovnik

Croatia

Split

Croatia

Zagreb

Croatia

Limassol

Cyprus

Nicosia

Cyprus

Brno

Czech Republic

Prague

Czech Republic

Aarhus

Denmark

Copenhagen

Denmark

Tallinn

Estonia

Tartu

Estonia

Helsinki

Finland

Tampere

Finland

Lyon

France

Marseille

France

Nice

France

Paris

France

Berlin

Germany

Frankfurt

Germany

Hamburg

Germany

Munich

Germany

Athens

Greece

Thessaloniki

Greece

Budapest

Hungary

Debrecen

Hungary

Akureyri

Iceland

Reykjavík

Iceland

Cork

Ireland

Dublin

Ireland

Florence

Italy

Milan

Italy

Naples

Italy

Rome

Italy

Pristina

Kosovo

Prizren

Kosovo

Liepāja

Latvia

Riga

Latvia

Schaan

Liechtenstein

Vaduz

Liechtenstein

Kaunas

Lithuania

Vilnius

Lithuania

Esch-sur-Alzette

Luxembourg

Luxembourg City

Luxembourg

Kuala Lumpur

Malaysia

St. Julian's

Malta

Valletta

Malta

Bălți

Moldova

Chișinău

Moldova

La Condamine

Monaco

Monte Carlo

Monaco

Budva

Montenegro

Podgorica

Montenegro

Amsterdam

Netherlands

Rotterdam

Netherlands

The Hague

Netherlands

Ohrid

North Macedonia

Skopje

North Macedonia

Bergen

Norway

Oslo

Norway

Gdańsk

Poland

Kraków

Poland

Warsaw

Poland

Faro

Portugal

Lisbon

Portugal

Porto

Portugal

Bucharest

Romania

Cluj-Napoca

Romania

City of San Marino

San Marino

Serravalle

San Marino

Belgrade

Serbia

Novi Sad

Serbia

Singapore

Bratislava

Slovakia

Košice

Slovakia

Bled

Slovenia

Ljubljana

Slovenia

Barcelona

Spain

Madrid

Spain

Valencia

Spain

Gothenburg

Sweden

Stockholm

Sweden

Bern

Switzerland

Geneva

Switzerland

Zurich

Switzerland

Istanbul

Turkey

Kyiv

Ukraine

Lviv

Ukraine

Odesa

Ukraine

Dubai

United Arab Emirates

Birmingham

United Kingdom

Edinburgh

United Kingdom

London

United Kingdom

Manchester

United Kingdom

Rome (Vatican-adjacent)

Vatican City

Training Outlines

Introduction

An SLA is effective only when service scope, measurement logic, data ownership and consequences are precise. Vague targets or uncontrolled exclusions create disputes while encouraging activity that may not improve the customer outcome.

This five-day course develops SLAs from service definition to performance improvement. Participants design indicators, baselines, targets, credits, reporting and escalation; test measurement reliability; and govern change. The emphasis is on balanced incentives and operationally achievable commitments.

Objectives

Translate business needs into service outcomes.
Define complete service scope and boundaries.
Develop valid KPIs and calculation rules.
Set evidence-based targets and thresholds.
Design credits, incentives and exclusions.
Establish governance and escalation controls.
Validate reports and resolve data disputes.
Improve chronic underperformance.

Course Content

Day 1: Service Scope and Outcomes

Business objectives
Service catalogue and boundaries
Roles and dependencies
Operating windows
Assumptions and exclusions
Scope workshop

Day 2: Measures and Targets

Outcome and process KPIs
Calculation and data rules
Baselines and benchmarks
Targets and thresholds
Quality and customer measures
KPI design exercise

Day 3: Commercial and Contract Structure

Service credits
Incentives and earn-back
Caps and material breach
Excused performance
Change and volume bands
Remedy case

Day 4: Monitoring and Governance

Data collection and validation
Dashboards and reports
Review meetings
Incident and problem escalation
Dispute and audit rights
Governance simulation

Day 5: Improvement and Renewal

Root-cause analysis
Service improvement plans
Persistent failure response
Benchmark refresh
Renewal and exit metrics
SLA capstone

Training Schedule

Below is the table of cities along with the respective dates for the upcoming training sessions of Service Level Agreement Development and Monitoring Course. Please review the schedule to find the most convenient option for you. You can also use the below search bar to type the city name and filter the results.