Program Duration: 3Days
Program Objectives:
By the end of this program, participants will be able to:
• Understand the crucial role of SLA in enhancing and sustaining level of service
• Define SLA requirements
• Define services and meet stakeholders needs
• Enhance SAL review and measurement competencies
• Manage SLA and identifies areas of change and improvement
• Develop professional RFP and RFI for meeting the organizational requirements
Program Contents:
Intellectual Dimensions of SLA
• SLA concept and importance in today’s realm of business
• SLA an uniqueness of telecommunication services
SLA Process
• Identification of stakeholders business needs and expectations
• Determining elements of the service
• Illustration of service requirements
SLA Forms
• Harmonizing SLA with the telecom provider organizational culture and styles
• Understanding individual customers and group needs and goals
• Developing and drafting an appropriate SLA format
Monitoring and Reviewing SLA
• Importance of monitoring and measuring SLA outcomes
• Measuring SLA performance against established KPIs and goals
• Identification of areas of improvement
Request for Proposal
• Importance of RFP
• RFP and organizational needs and requirements
• RFP style and format
Program Design and Target Participants:
This program is designed for Managers, team leaders, supervisors and those who are looking for leveraging their SLA, RFP &RFI competencies.
Program Delivery Methods:
• Self – Assessments.
• Workshops.
• Individual and group exercises
• Case studies.
• Presentation
• Projects