Managing Service Level Agreements (SLAs)

Service Level Agreements (SLAs) are designed to allow contractors to propose and implement innovative ways to achieve contract objectives and provide companies with effective tools to objectively assess and enforce contractor performance. The proper use of performance standards, acceptable quality levels, incentives, and other performance-based acquisition (PBA) tools can lead to enhanced contractor performance resulting in cost savings to the companies and improvements in customer satisfaction.

Managing Service Level Agreements (SLA) will outline the major processes and tools of developing and managing SLA as a part of a performance-based service contract. This course is designed to equip the personnel involved in developing and managing SLAs with the knowledge needed to maximize the benefits of performance-based service contracts. You will learn to measure and document contractor performance and reach successful contract completion by applying the appropriate incentives.

Learning objectives

• Perform a job analysis
• Prepare performance work statement (PWS)
• Develop and apply an effective quality assurance plan (QAP)
• Develop performance measures
• Use the key tools of PBA to effectively manage contract performance
• Facilitate a partnering relationship between the buyer and contractor
• Monitor SLAs using key tools of PBA
• Authorize payment properly and close out the contract

PDUs

• Virtual instructor-led: 22.5