Service Level Management
Manage the processes and relationships involved in delivering high-quality services through the creation of professional agreements and contracts.
Who is it for?
Aspiring, new or experienced managers, team-leaders and supervisors, and anyone who is involved in customer relationship management or supplier management.
What is it about?
Developing, writing and implementing the processes and documentation that define the expectations of customers, providers and suppliers in line with industry best practice, and their ongoing management.
What will I get out of it?
- The knowledge to negotiate, develop and create the five fundamental documents required for successful Service Level Management; Service Catalogue, Service Level Requirements, SLAs, OLAs and Underpinning contracts
- An understanding of the challenges involved with implementing SLM processes
- Guidance on how to monitor, report and review the levels of service being delivered
- An understanding of how to effectively manage customer and supplier relationships
- The ability to implement the SLM process within your work place
- The knowledge to develop usable templates for; Service Catalogue, SLAs, OLAs, Unpinning Contracts and Service Review Meetings
2009 Course Dates and Venues
Orpington, Kent, SDIe Training Suite
|
January |
February |
March |
April |
May |
June |
|
|
|
25 - 26 |
|
|
23 - 24 |
|
July |
August |
September |
October |
November |
December |
|
|
|
|
|
11 - 12 |
|
2009 Prices
|
|
2 Days |
|
Non - member |
£845 + VAT |
|
Member |
£745 + VAT |
To book
Please contact a member of our training team on +44 (0) 1689 889100 or click here to book online
