If you work with service level agreements (SLAs), measure quality of service (QoS), or manage vendors and teams in ITSM, healthcare, tech, or startups—this course gives you a step-by-step, service level management toolkit. You’ll learn SLA vs QoS, how to draft an SLA with clear KPIs, SLOs, and SLIs, build reporting, and drive continuous improvement. From SaaS uptime to healthcare turnaround times, from freelance deliverables to startup support hours—get clauses you can use immediately.

This course is designed to help learners of all backgrounds understand and apply service level agreements (SLA) and quality of service (QoS) in real-world settings. Whether you’re in IT service management (ITSM), healthcare operations, SaaS/customer success, or managing agency/freelance work, you’ll build a strong foundation in service level management—with a focus on practical usage, not theory.

Designed to be beginner-friendly, the course offers clear explanations, checklists, and realistic examples from vendor contracts, support dashboards, and governance reports. No legal background is needed.

What You’ll Learn

• Understand SLA vs QoS, SLIs/SLOs/KPIs, and service catalogs

• Draft SLA scope, roles, responsibilities, and escalation paths

• Set targets, credits/penalties, and change control processes

• Implement monitoring, reporting, and reviews for continuous improvement

• Apply SLAs across healthcare, SaaS/Tech, freelance/agency, and startups

• Align SLAs with ITSM/ITIL practices and governance

• Manage risks, compliance, and data/privacy obligations

  
  

Understand SLA vs QoS, SLIs/SLOs/KPIs, and service catalogs

Draft SLA scope, roles, responsibilities, and escalation paths

Set targets, credits/penalties, and change control processes

Implement monitoring, reporting, and reviews for continuous improvement

Apply SLAs across healthcare, SaaS/Tech, freelance/agency, and startups

Align SLAs with ITSM/ITIL practices and governance

Manage risks, compliance, and data/privacy obligations

Course Features

• Sectioned walkthroughs: Intro, Healthcare, Tech & SaaS, Freelancers/Remote, Startups

• Metrics library: availability, response/resolve times, TAT, accuracy, quality thresholds

• Dashboards & reports: monthly/quarterly reviews, trends, credits, and action logs

• Playbooks: onboarding a new SLA, renegotiation, and continuous improvement cycles

• Accessible on mobile, desktop, or tablet; beginner-friendly examples

Sectioned walkthroughs: Intro, Healthcare, Tech & SaaS, Freelancers/Remote, Startups

Metrics library: availability, response/resolve times, TAT, accuracy, quality thresholds

Dashboards & reports: monthly/quarterly reviews, trends, credits, and action logs

Playbooks: onboarding a new SLA, renegotiation, and continuous improvement cycles

Accessible on mobile, desktop, or tablet; beginner-friendly examples

Who This Course Is For

• ITSM/service desk leads, operations and support managers

• Healthcare administrators, vendor and contract managers

• SaaS product, customer success, and technical support teams

• Freelancers, agencies, and remote team leads

• Startup founders, PMs, and RevOps/Legal/Procurement

• Compliance, risk, and governance professionals

ITSM/service desk leads, operations and support managers

Healthcare administrators, vendor and contract managers

SaaS product, customer success, and technical support teams

Freelancers, agencies, and remote team leads

Startup founders, PMs, and RevOps/Legal/Procurement

Compliance, risk, and governance professionals

This course is an ideal introduction to service level agreements and quality of service for practical, professional use—especially if you’re preparing to formalize services, improve vendor performance, or align teams around clear targets. Whether you’re new or refreshing your skills, you’ll leave with the confidence to draft, measure, and optimize SLAs that work.

Disclosure: This course contains the use of artificial intelligence for clear voiceovers.