Title: Implementing Effective Service Level Agreements

Course: #109

Course Description
This course will explore the process of establishing effective service level agreements (SLAs). The curriculum includes a discussion of the process of building SLAs that will provide valuable performance metrics and set and manage customer expectation levels.

A step-by-step outline will include prerequisites for establishing service levels and the components that are critical to building, publishing and maintaining service goals.

What Will Be Covered

• Defining SLAs

• Identifying service classes

• What should be contained in an SLA

• Setting expectations for performance

• Developing a process to monitor performance

• Sample SLAs

What You Will Get

-Kit including sample planning documents, checklist and SLA Agreements Industry
 White Paper

Who Should Attend
-Managers of Customer Service and Support, IT Directors and Help Desk Mangers

Prerequisite
-None

Class Schedule