Mastering Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

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.