This focused course provides comprehensive training in developing, implementing, and managing effective Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that drive performance and ensure service quality in contractual relationships. Participants will learn how to design meaningful metrics, establish realistic targets, and create robust monitoring and reporting systems that provide actionable insights into service delivery. The course covers both the technical aspects of metric design and the practical implementation of performance management frameworks. Through hands-on exercises and real-world examples, learners will develop the skills needed to create SLAs and KPIs that align with business objectives and foster continuous improvement in service delivery.
Mastering Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Legal and Contracts Management
October 25, 2025
Introduction
Objectives
This course enables participants to:
- Design effective and measurable SLAs and KPIs
- Align performance metrics with business objectives
- Establish realistic performance targets and benchmarks
- Implement performance monitoring and reporting systems
- Analyze performance data and identify improvement opportunities
- Manage performance reviews and improvement plans
- Handle underperformance and service failures
- Link performance to contractual remedies and incentives
- Continuously improve SLA and KPI frameworks
Target Audience
- Contract and service level managers
- Vendor and supplier relationship managers
- Service delivery and operations managers
- Quality assurance and performance professionals
- Procurement and sourcing specialists
- IT service management professionals
- Customer experience and account managers
Methodology
- Hands-on SLA and KPI development workshops
- Case studies of successful performance management implementations
- Group activities designing metric frameworks for different scenarios
- Individual exercises on target setting and benchmarking
- Dashboard design and reporting practicals
- Role-playing performance review meetings
- Scenario-based problem-solving for performance issues
Personal Impact
- Enhanced ability to design meaningful performance metrics
- Improved analytical skills for performance data interpretation
- Stronger negotiation skills for performance targets
- Better communication of performance information
- Increased confidence in managing service performance
- Enhanced strategic thinking in performance management
Organizational Impact
- Improved service quality and customer satisfaction
- Better value from supplier and vendor relationships
- Enhanced ability to drive continuous improvement
- More effective contract management and compliance
- Reduced service disruptions and performance issues
- Stronger data-driven decision making
Course Outline
Unit 1: SLA and KPI Foundations
Section 1.1: Performance Management Principles- Purpose and benefits of SLAs and KPIs
- Difference between SLAs, KPIs, and other metrics
- Performance management lifecycle
- Stakeholder alignment and engagement
- Legal and contractual considerations
Unit 2: Designing Effective Metrics
Section 2.1: Metric Development- Characteristics of effective performance metrics
- Balanced scorecard and multi-dimensional approaches
- Leading vs lagging indicators
- Quantitative and qualitative measures
- Cascading metrics across organizational levels
Unit 3: Target Setting and Benchmarking
Section 3.1: Performance Standards- Setting realistic and achievable targets
- Baseline establishment and trend analysis
- Internal and external benchmarking
- Industry standards and best practices
- Stretch targets and continuous improvement
Unit 4: Implementation and Monitoring
Section 4.1: Operational Framework- Data collection and validation processes
- Performance reporting and dashboard design
- Automation and technology solutions
- Frequency and timing of performance reviews
- Communication of performance results
Unit 5: Performance Management and Improvement
Section 5.1: Continuous Improvement- Performance review meeting structures
- Root cause analysis of performance issues
- Corrective and preventive action plans
- Service credit and remedy mechanisms
- Reward and recognition for excellence
Unit 6: Advanced SLA Topics
Section 6.1: Specialized Applications- Multi-level SLAs for complex services
- End-to-end service measurement
- Customer experience and satisfaction metrics
- Financial and commercial performance indicators
- Innovation and value-added service measures
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