A Highly Interactive Training Course On

Service Level Agreements

Planning, Writing & Managing Quality SLAs

Classroom Sessions
23-27 Jun 2025
Dubai
$5,950
22-26 Sep 2025
London
$5,950
09-13 Feb 2026
Istanbul
$5,950
Online Sessions
07-11 Jul 2025
Online
$3,950
13-17 Oct 2025
Online
$3,950

Course Introduction

This Service Level Agreements training course emphasizes the critical role of Service Level Agreements (SLAs) in managing long-term partnerships with external service providers to achieve strategic objectives. For companies reliant on these external relationships, understanding how these partnerships operate and how to address potential issues is crucial.

An SLA defines the measurement criteria that drive service quality and serves as a formal contract between a supplier and a customer or between internal departments providing services to their internal clients. It is essential for all involved in service provision to grasp the issues and processes related to service contracts to ensure effective management and performance.

This COPEX training course will feature:

  • The Benefits of Using Service Level Agreements
  • How the Different Levels of SLAs Operate
  • What is Involved in Planning, Writing and Managing Service Level Agreements
  • Different SLA Contracting Structures and Their Applications
  • SLA Strengths and Weaknesses, Dealing with Internal and External Contractors

Training Objectives

By the end of this training course, participants will be able to:

  • Plan and Draft a Range of Service Level Agreements & Construct and Control Contract Negotiations & Disputes
  • Articulate How Quality SLAs Should be Included Within the Procurement Processes
  • Negotiate Service Level Agreements with Internal and External Suppliers
  • Document Appropriate Quality Outcomes From Service Contracts
  • Evaluate the Likely Results from Alternative Service Performance Frameworks

Training Methodology

This training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes high levels of participant discussion, group interaction, delegate group exercises and case studies. Delegates will be encouraged to raise their own issues and problems faced within their industry or organisations for discussion on a confidential basis.

Who should Attend?

This training course will benefit All Levels of Personnel Engaged in Purchasing and Procurement, Commercial and Contracts Management Departments, and Technical Operatives providing Performance Under Service Level Agreements. It will enable them to contextualise their work, understand the Contract and Become Aware of the Different Issues and Risks Associated with SLA Contracting.

This COPEX training course is suitable for a wide range of professionals but will greatly benefit:

  • Service Delivery Professionals / Quality Assurance Professionals Contract Administrators, Contract Professionals and Project Coordinators
  • Specifiers, Buyers, Purchasing Professionals and Procurement Officers
  • IT Professionals
  • Those Involved in the Planning, Evaluation, Preparation and Management of Tenders and Awards for Service Contracts or Internally-Supplied Corporate Services

Course Outline

Day One: Principles and Functions of Service Level Agreements
  • The Need to Measure Quality of Performance
  • Why, When and How Can SLAs Help to Achieve Quality
  • Key Objectives
  • SLAs: Contracts or Contract Substitutes?
  • Introducing SLAs for Services Bought in From Contractors
  • Use of Corporate SLAs Between In-House Departments
Day Two: Key Elements of a Service Level Agreements
  • What Services are Being Measured?
  • Typical Quality Measures
  • SLA Governance Frameworks: Managing, Measuring and Reporting Service Performance
  • Duties of the Customer
  • Risk Sharing and SLAs: Managing Problems
  • Termination of the Agreement
Day Three: Drafting Your Service Level Agreement
  • Drafting Principles
  • A Model Structure for the SLA
  • Essential Elements of a Quality SLA
  • Using Appropriate Measurement Language
  • Carrots or Sticks to Encourage Achievement
  • SLA Checklists
Day Four: Managing the In-Life SLA     
  • Review Processes
  • Using Escalation to Manage Quality Performance
  • Keeping the SLA Relevant: Managing Changes
  • Negotiation Techniques to Manage the Variation
  • Customer Intervention Options with an Under Performing Contractor
  • Learning and Applying Lessons for the Next SLA
Day Five: Using a Scorecard Approach to SLA Management
  • Origins of the Scorecard Approach
  • Aligning the SLA with the Corporate Strategy
  • Balancing the Needs of Stakeholders
  • Planning and Constructing a SLA Scorecard
  • Key Performance Indicators to Support the SLA
  • Business Process Quality Improvement

Certificates

  • COPEX Certificate of Attendance will be provided to delegates who attend and complete the course
Whats Makes Copex Courses Unique?

COPEX Training is your gateway to professional growth, with over 20 years of experience turning potential into success. Each year, we deliver over 1,000 courses in 50+ countries, earning a stellar 98% satisfaction rate. Trusted by global giants like BP, the United Nations, and HSBC, we partner with top certification bodies to provide career-focused training that empowers individuals and drives organizational breakthroughs. Our mission? To transform the way professionals learn and grow in today’s fast-changing industries. Through expert insights, cutting-edge methods, and hands-on approaches, we equip you with the skills and confidence to tackle challenges, seize opportunities, and thrive in your career.

Led by a passionate leadership team and supported by a network of world-class trainers, COPEX Training connects professionals worldwide with life-changing opportunities. We are committed to excellence, ensuring every participant leaves with the tools, expertise, and confidence to conquer an ever-evolving world.

Frequently Asked Questions

This FAQ section provides quick answers to the most common questions about our services, procedures, and policies. We aim to make your experience with us as straightforward as possible. For further assistance, our support team is ready to help.

What is COPEX?

COPEX stands for “Competency Enhancement Programs” These courses are designed to develop and enhance the skills and knowledge of professionals across various sectors.

What are the benefits of attending COPEX training courses?

Enhanced Skills: Develop in-demand skills and knowledge in your chosen field.
Career Advancement: Improve your career prospects and increase your earning potential.
Increased Confidence: Gain confidence in your abilities and enhance your professional presence.
Networking Opportunities: Connect with other professionals and industry experts.
Improved Job Performance: Enhance your productivity, efficiency, and job satisfaction.
Personal Growth: Develop valuable personal and professional skills that can benefit you in all areas of life.

What makes COPEX training courses unique?

Experienced Instructors: Courses are delivered by highly qualified and experienced instructors with industry expertise.
Interactive Learning: Engaging and interactive learning methods, including workshops, simulations, case studies, and group discussions.
Practical Application: Focus on practical skills and real-world applications, enabling you to apply your learning immediately.
Flexible Learning Options: A variety of course formats available, including classroom training, online courses, and blended learning.
Certification & Recognition: Upon successful completion, you may receive industry-recognized certifications.

What is the cost of COPEX training courses?

The cost of COPEX training courses varies depending on the course duration, content, and delivery method.

How can I register?

There are several ways to register in our public training courses:
Online – Browse the Training Plan, select the course of choice, click on the button
“Register Now” inside the course outline page.
E-mail – Send the details (name, company name, email address and training course of
choice) of your nomination to [email protected]
Telephone – +971 4 368 6886 or +971 50 106 2750

When will I receive the confirmation for my registration/s?

Upon successful registration, processing window will take not more than 24 hours from the time of registration. An email including the registration confirmation, invoice and joining instructions will be sent to the provided email address.

What is included in the training fee?

Published training course fees are inclusive of the training venue, training manual, writing materials, lunch and coffee breaks with refreshments over the entire duration of the training course.

What are the available payment methods?

The training course fee can be settled by either:

  • Bank transfer
  • Credit Card

How many hours per day, and what are the timings of your training courses?

Our training courses will run for 5 hours per day. The standard daily timing is from 8:30 am – 3:30 pm including the coffee/tea breaks and lunch.

Where do you usually hold your training courses?

Our training courses courses are being held at five-star hotels in prime and iconic destinations across the globe. Cities such as Amsterdam, Barcelona, Dubai, Geneva, Istanbul, Kuala Lumpur, London, Houston, New York, Paris, Vienna, Zurich, etc.

Do you provide hotel booking assistance to your delegates?

Once officially registered, we can assist by providing the corporate rates provided by the hotel where the training course will be conducted. Early confirmation will enable us to secure the room at reduced rates

In case of failure to attend, what is your cancellation policy?

Our cancellation policy varies depending on the circumstances presented. Generally, cancellations must be initiated in formal writing at least 14 days prior to the commencement date of the training course. Further, the option to shift an existing registration to another training course on a later date is possible. Otherwise, a full refund will be initiated.

What will I receive after the training course?

Delegates who will attend and successfully complete the training course will earn a COPEX Certificate of Completion. This certification is designed to validate the successful knowledge transfer, and that the desired learning objectives and outcomes to further advance your professional competency are achieved.

We can customize this
training course for you!

At Copex Training, we offer customizable courses designed to fit your specific needs. whether it's refining procurement practices or enhancing leadership and management skills, we tailor our programs to meet your unique goals and challenges. Let us create a training solution that delivers real results for your team.
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