سرفصل های دوره

شرکت کنندگان در دوره سرفصل های ذیل را از طریق اسلاید، محتوای آموزشی، مطالعات موردی، مثلا و تمرین فراخواهند گرفت:

• Principles and Functions of Service Level Agreements
• Service level Management Description
• SLM Purpose/Goals/Objective
• SLM Scope
• SLM Value to the business
• SLM Policies/Principles/Basic Concepts
• Key Elements of a Service Level Agreements
• SLM Process Activities methods and Technique
• Designing SLA frameworks
• Service based SLA
• Customer Based SLA
• Multi-Level SLAs
• SLA Definition
• SLA Purpose
• SLA Types
• Level of SLA
• SLA Vs Contract
• SLA Format
• SLA Management Tasks
• SLA Management process
• Roles and responsibilities of SLA Management
• Drafting your Service Level Agreement
• Determine, Document and agree requirements for new services and product SLRs
• Monitor service performance against SLA
• Collate, Measure and improve customer satisfaction
• Review and revise underpinning agreements and service scope
• Product service reports
• Conduct service review and instigate improvement
• Review and revise SLAs, Service Scope and underpinning agreements
• Managing the in-life SLA      
• Develop contacts and relationships
• Complaints and compliments
• Triggers, input, out puts and interfaces
• SLM process inputs
• SLM process outputs
• Key performance indicators
• Information management
• Challenges, critical success factors and risks