14DEC
14 - 18 Dec 2026Mon to Fri · 5 days
IstanbulTurkey · Classroom
£2,850per delegate2+ people: £2,280 each
Professional training course · CON-005
Service Level Agreements: Design and Management
Service level agreements define the quality and performance expected from service providers and internal functions. Poorly designed SLAs measure the wrong things or are…
- 5 daysClassroom
- 13Upcoming dates
- 7Cities
- £2,250Fees from
Course overview
Why Attend
Service level agreements define the quality and performance expected from service providers and internal functions. Poorly designed SLAs measure the wrong things or are impossible to enforce.
This LLMI course covers SLA purpose and structure, defining services and service levels, KPIs and measurement, service credits and incentives, governance and reporting, reviews and continuous improvement. Participants design an SLA for a real service.
Course Objectives
Explain the purpose and structure of SLAs
Define services and service levels clearly
Select measurable KPIs
Design service credits and incentives
Govern and report on SLA performance
Review and improve SLAs
Target Audience
Contract and vendor managers
IT service managers
Procurement professionals
Shared services managers
Facilities managers
Outsourcing managers
Course Methodology
Design workshops
Case studies
KPI exercises
Negotiation role plays
Group discussions
Course outline
-
1Day 1: SLA Fundamentals
- What SLAs are
- Internal and external SLAs
- Structure
- Common problems
- Exercise: SLA critique
-
2Day 2: Defining Services
- Service descriptions
- Scope
- Responsibilities
- Dependencies
- Workshop: Service definition
-
3Day 3: KPIs and Measurement
- Selecting KPIs
- Targets
- Measurement methods
- Data sources
- Exercise: KPI design
-
4Day 4: Credits and Incentives
- Service credits
- Incentives
- Earn-back
- Termination triggers
- Role play: SLA negotiation
-
5Day 5: Governance
- Reporting
- Reviews
- Continuous improvement
- Relationship management
- Capstone: SLA design
Schedule
Dates and fees
13 upcoming dates in 7 cities. Fees are per delegate; bring colleagues and every seat is discounted.
December 2026
IstanbulTurkey · Classroom
January 2027
18JAN
18 - 22 Jan 2027Mon to Fri · 5 days
RomeItaly · Classroom
£4,250per delegate2+ people: £3,400 each
February 2027
15FEB
15 - 19 Feb 2027Mon to Fri · 5 days
Kuala LumpurMalaysia · Classroom
£2,250per delegate2+ people: £1,800 each
March 2027
15MAR
15 - 19 Mar 2027Mon to Fri · 5 days
BarcelonaSpain · Classroom
£3,850per delegate2+ people: £3,080 each
April 2027
19APR
19 - 23 Apr 2027Mon to Fri · 5 days
LondonUnited Kingdom · Classroom
£4,200per delegate2+ people: £3,360 each
May 2027
17MAY
17 - 21 May 2027Mon to Fri · 5 days
GenevaSwitzerland · Classroom
£5,250per delegate2+ people: £4,200 each
June 2027
21JUN
21 - 25 Jun 2027Mon to Fri · 5 days
AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
July 2027
19JUL
19 - 23 Jul 2027Mon to Fri · 5 days
IstanbulTurkey · Classroom
£2,850per delegate2+ people: £2,280 each
August 2027
16AUG
16 - 20 Aug 2027Mon to Fri · 5 days
RomeItaly · Classroom
£4,250per delegate2+ people: £3,400 each
September 2027
20SEP
20 - 24 Sep 2027Mon to Fri · 5 days
Kuala LumpurMalaysia · Classroom
£2,250per delegate2+ people: £1,800 each
October 2027
18OCT
18 - 22 Oct 2027Mon to Fri · 5 days
BarcelonaSpain · Classroom
£3,850per delegate2+ people: £3,080 each
November 2027
15NOV
15 - 19 Nov 2027Mon to Fri · 5 days
LondonUnited Kingdom · Classroom
£4,200per delegate2+ people: £3,360 each
December 2027
20DEC
20 - 24 Dec 2027Mon to Fri · 5 days
GenevaSwitzerland · Classroom
£5,250per delegate2+ people: £4,200 each
No dates in this city right now. Request a quotation and we will suggest the nearest date.
Questions
Frequently asked questions
How long is the Service Level Agreements: Design and Management course?
The course runs over 5 days of classroom training, usually Monday to Friday.
When is the next Service Level Agreements: Design and Management course?
The next public date is 14 - 18 Dec 2026 in Istanbul. There are 13 upcoming dates in total.
Where is this course held?
Upcoming sessions run in Istanbul, Rome, Kuala Lumpur, Barcelona, London, Geneva, Amsterdam.
How much does the course cost?
Fees start from £2,250 per delegate, depending on the city. Fees include tuition and course materials.
Do participants receive a certificate?
Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.
Can this course be delivered in-house for our team?
Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.
Course information last updated 14 November 2026.
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