Master SLAs & QoS—service level agreements, quality of service, ITSM, service level management, metrics and compliance
Sub Category
- Business Law
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Objectives
- Define SLA vs QoS and when to use each
- Build SLA documents with scope, roles, KPIs, SLOs, SLIs
- Set service level targets, thresholds, and penalties/credits
- Design monitoring & reporting dashboards for SLA performance
- Align SLAs with ITSM/ITIL processes and service catalogs
- Draft change, escalation, and dispute procedures
- Apply SLAs to healthcare, SaaS, startups, and freelancers
- Optimize SLAs with continuous improvement and reviews
Pre Requisites
- Basic familiarity with services or operations (any industry)
- Willingness to read sample contracts and metrics
- No prior legal background required
FAQ
- Q. How long do I have access to the course materials?
- A. You can view and review the lecture materials indefinitely, like an on-demand channel.
- Q. Can I take my courses with me wherever I go?
- A. Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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