While SLAs are present in nearly 90% of all outsourcing deals, one does not need to outsource to employ the SLA as a useful management technique. It has also become an increasingly standard document between internal clients and internal providers – particularly for shared services.

This module provides you with the structure, methodology, templates and examples to help you successfully draft a Service Level Agreement (SLA). It begins with a discussion of how a SLA forms part of the suite of governing documents including the contract conditions. It then provides an overview of the key components of an SLA and describes each component, giving cases and examples to help clarify the intention of the techniques presented.