Specification and Service Level Agreement (SLA) Training Course

The specification refers to the description of the service or product requirements. A service level agreement (SLA) is a formal agreement between the service provider and client which details how the specification will be delivered, for example, the standards the provider is required to meet and key performance indicators (KPIs) such as response times and repair times. Specifications and SLAs are designed to improve the procurement process as it ensures both the provider and customer negotiate and agree on what exactly is due to be delivered.

This one-day Specification and Service Level Agreement course is designed to introduce delegates to how specifications and SLAs and used within the procurement process and provide an overview of how to write concise documentation to successfully manage supplier performance.

• Introduction to specifications and service level agreements
• Where specifications and service level agreements fit within the procurement process
• Specification types
• Developing specifications and service level agreements
• Writing specifications and service level agreements
• Using service level agreements in supplier performance management

• Those new to procurement and non-technical staff who need to understand what specifications and service level agreements are and how they are created
• Stakeholders who wish to enhance their understanding of specifications and SLAs in order to be in a better position to review documentation and negotiate terms
• Those in procurement or contract management roles who wish to understand how to develop specifications and SLAs

On completion of this Specification and Service Level Agreements writing training course delegates will understand:

• why specifications and service level agreements are required
• what specifications are and the differences between ‘input’ specifications and ‘output’ specifications
• what typical specifications and service level agreements should contain
• how specifications and service level agreements should be developed
• where specifications and service level agreements fit within the procurement cycle and contract management cycle