In the Masterclass SLA revision you will learn in one day part to determine the architecture for all SLAs in organization and apply it to your own practice. The masterclass can be based on the preprocessing of a local SLA.
Searchin the internet will provide hundreds of examples of SLAs. But which of them fits your own organization, and why? SLAs are often the result of years and years of re-using standard texts. Are such SLAs still relevant or do they need to be revised?
SLAs lead to constant 'hassle' between customers and providers. The cause is often found in the dated structure of that SLA and the lack of alignment between the customer's perception and the provider's thinking. That can easily be repaired in a one-day Masterclass SLA Revision.
In the Masterclass SLA Revision, participants learn to better attune the structure of their SLA(s) to the current maturity positions of customer and provider. Is there a technology-driven or system-driven offer, is the organization already service-driven, or are customer and provider together able to maintain a customer-driven or even business-driven relationship. With each level of maturity, a different SLA fits. In the Masterclass, the principles of a clear service definition are discussed, participants learn to recognize their service in these principles, and together they establish a template for the SLA of the future.
Structure of the Masterclass SLA Revision
In the Masterclass you will make use of an actual SLA, which serves as an example for the analysis and revision. The half-day masterclass consists of the following steps:
- Structure of a service in the context of a customer-provider relationship, according to the principles of USM [45 minutes].
- Determination of the scope of the service and the staff involved [30 minutes]
- Gap analysis of the example SLA with the USM template [1.5 hours]
- Determine the action plan for the revision of the sample SLA [30 minutes]
If the additional option was used, then a revised version of the supplied SLA underlies Step 3.
In both cases, the Masterclass results in the establishment of an architecture for all SLAs of the organization, which can serve as a template for the revision of remaining SLAs.
This template is applicable not only to the SLAs with the customer(s), but also to the agreements with external suppliers (and, if desired, with internal teams), thus creating a consistent contract system.
The Masterclass SLA revision is exclusively delivered in-house (on-site or online).
Number of Participants
Number of participants: 2-6
Participants deepen their understanding of USM in a master class, applied to a specific topic, in this case the service agreement. This requires prior knowledge of USM. Participation in the USM Master Class therefore requires a USM exam certificate.
Schedules and costs
Ask the training provider about options. The USM Masterclasses are delivered by accredited training providers (ATOs). The list of these ATOs can be found on the website of the accreditor, APMG, and on the USM portal. All accredited USM trainers use only certified USM trainers, all of whom use the same course materials.