Service Level
Agreements

The Service Level Agreements Training Course equips professionals with the essential knowledge required to manage long-term service partnerships and ensure that service delivery aligns with organisational expectations. As organisations increasingly rely on external and internal service providers to achieve strategic goals, the need for clear, measurable, and enforceable agreements has never been greater. This course explains how SLAs function within procurement and operational environments, helping participants understand the critical elements that influence service quality and contractual performance.

Through practical insights, the Service Level Agreements Course explores the mechanisms that define service standards and performance measurement. Participants will learn how SLAs operate across different service delivery structures and how they support stronger, more transparent relationships between customers and suppliers. The course places particular emphasis on planning, drafting, evaluating, and managing SLAs to ensure consistency, accountability, and reliability across all service interactions.

By completing this Service Level Agreements Training Course, professionals gain clarity on SLA strengths and weaknesses, internal and external contractual expectations, and proven strategies to manage performance risks. The focus on real-world application ensures that attendees leave with the skills to apply SLA principles confidently within their own organisations.

This section explains how the Service Level Agreements Training Course develops participants’ ability to plan, negotiate, draft, and manage high-quality SLAs that support strong operational performance.

By the end of this Service Level Agreements Course, participants will be able to:

• Plan and draft tailored service level agreements suited to organisational needs
• Conduct and manage SLA negotiations effectively with suppliers and internal partners
• Integrate quality-driven SLAs into procurement and contracting activities
• Document measurable outcomes and service expectations clearly
• Evaluate different service performance frameworks to identify strengths and limitations
• Address disputes and manage underperformance within contractual boundaries

This Service Level Agreements Training Course is ideal for professionals involved in purchasing, procurement, contracting, service delivery, and performance management. It is suited for individuals who manage vendor relationships or oversee internally supplied corporate services requiring formal service agreements.

This course will greatly benefit:

• Service delivery and quality assurance professionals
• Contract administrators, contract specialists, and project coordinators
• Specifiers, buyers, procurement and purchasing officers
• IT professionals delivering or managing technical services
• Personnel involved in planning, evaluating, and managing tendered service contracts
• Teams overseeing in-house service provision or corporate shared services

This Service Level Agreements Training Course uses highly interactive methodologies designed to maximise understanding and ensure practical application. Participants examine real contract scenarios, analyse SLA structures, and engage in discussions to address challenges faced in their organisations.

Training delivery includes:

• Facilitated discussions to explore SLA concepts and real issues
• Group exercises and case studies to reinforce planning and drafting principles
• Practical tools for measuring service performance and evaluating compliance
• Interactive sessions focused on negotiation, escalation, and issue resolution
• Confidential sharing of workplace challenges to contextualise learning
• Techniques for managing contractor performance and maintaining SLA relevance

These methods ensure participants gain confidence in designing and managing service agreements that support reliable and measurable service outcomes.

• AZTech Certificate of Completion for delegates who attend and complete the training course