Service Level Agreements (SLAs) and Performance Management |Smart

Overview

Why Attend

An SLA that sits in a drawer isn't protecting anyone. Too many facilities contracts include service level language that sounded thorough when it was signed, then gets ignored the moment the ink dries — until a service failure happens and everyone discovers the wording was too vague to actually enforce. Facilities SLAs only work when they're written to be used, not just written to look complete.

That means defining KPIs specific enough to leave no room for interpretation, tracking contract performance consistently rather than reactively, and holding service delivery to the standard actually promised, not the standard that's convenient. The Service Level Agreements (SLAs) and Performance Management in Facilities Management training course, focuses on that practical enforcement gap — the space between a well-written SLA and one that actually changes vendor behavior.

Participants leave able to draft SLAs that hold up under real conditions, monitor performance with evidence rather than assumption, and manage contracts so service delivery matches what was actually agreed.

Course Objectives

By the end of the course, participants will be able to:

By the end of this course, participants will be able to:

Explain the role of Facilities SLAs in protecting service quality and accountability.
Draft SLAs with clear, enforceable, and measurable terms.
Define KPIs that accurately reflect operational priorities and occupant needs.
Monitor contract performance through structured reporting and review processes.
Identify gaps between agreed and actual service delivery before they escalate.
Manage performance disputes and enforce contractual remedies effectively.
Refine SLAs and KPIs over time as service needs and priorities change.

Target Group

Facilities managers responsible for vendor and contractor SLAs
Contract managers overseeing facilities service agreements
Procurement professionals drafting facilities service contracts
Operations managers monitoring service delivery performance
Facilities directors accountable for outsourced service outcomes

Course Outline

Understanding Facilities SLAs

What makes an SLA enforceable rather than merely aspirational
Common weaknesses in poorly written facilities SLAs
The relationship between SLAs and overall contract performance

Drafting Clear and Enforceable SLAs

Structuring SLA language to eliminate ambiguity
Defining response times, resolution standards, and remedies
Avoiding common drafting mistakes that undermine enforceability

Defining Meaningful KPIs

Distinguishing genuinely useful KPIs from easily-gamed metrics
Aligning KPIs with operational priorities and occupant experience
Setting realistic yet demanding performance thresholds

Monitoring Contract Performance

Structuring regular performance reviews and reporting cycles
Using data to validate vendor performance claims
Identifying performance trends before they become service failures

Managing Service Delivery Standards

Comparing actual service delivery against agreed SLA terms
Addressing service delivery gaps through structured escalation
Balancing enforcement with maintaining a productive vendor relationship

Handling Disputes and Enforcing Remedies

Managing SLA-related disputes professionally and effectively
Applying penalties, credits, or other contractual remedies appropriately
Documenting performance issues to support enforcement actions

Refining SLAs and KPIs Over Time

Reviewing SLA and KPI relevance as operations evolve
Updating agreements to reflect changing service priorities
Building continuous improvement into SLA and performance management practices

Schedule & Fees

2026 Schedule & Fees

4 - 8 Oct, 2026

English

Per participant USD 2,900

4 - 8 Oct, 2026

Arabic

Per participant USD 2,900

25 - 29 Oct, 2026

English

Per participant USD 2,900

25 - 29 Oct, 2026

Arabic

Per participant USD 2,900

2027 Schedule & Fees

3 - 7 Jan, 2027

English

Per participant USD 2,900

3 - 7 Jan, 2027

Arabic

Per participant USD 2,900

24 - 28 Jan, 2027

English

Per participant USD 2,900

24 - 28 Jan, 2027

Arabic

Per participant USD 2,900

4 - 8 Apr, 2027

English

Per participant USD 2,900

4 - 8 Apr, 2027

Arabic

Per participant USD 2,900

25 - 29 Apr, 2027

English

Per participant USD 2,900

25 - 29 Apr, 2027

Arabic

Per participant USD 2,900

4 - 8 Jul, 2027

English

Per participant USD 2,900

4 - 8 Jul, 2027

Arabic

Per participant USD 2,900

25 - 29 Jul, 2027

English

Per participant USD 2,900

25 - 29 Jul, 2027

Arabic

Per participant USD 2,900

3 - 7 Oct, 2027

English

Per participant USD 2,900

3 - 7 Oct, 2027

Arabic

Per participant USD 2,900

24 - 28 Oct, 2027

English

Per participant USD 2,900

24 - 28 Oct, 2027

Arabic

Per participant USD 2,900

Service Level Agreements (SLAs) and Performance Management in Facilities Management Training Course

Overview

Why Attend

Course Objectives

Course Outline

Schedule & Fees

2026 Schedule & Fees

2027 Schedule & Fees