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SLA Lab Results Based Contracting - ONLINE - February 7-9, 2023
Tuesday, February 07, 2023, 11:00 AM to Thursday, February 09, 2023, 4:00 PM EST
Category: Events

SLA Lab - Results-Based Contracting



  • Get Specific Results
  • Change Promises into Contractual Rights
  • Ensure Vendor Compliance
  • Get Meaningful Remedies
  • Reduce Your Risk of Project Failure
  • Save Money, Time, Aggravation and future headaches
  • When doing deals for Cloud Apps make sure you are “up” on your Service Level Agreements.


Early in the acquisition process, effective negotiating teams must agree upon the concept of which contractual approach they will use to drive the deal. ICN’s advanced training course SLA Lab: Results-Based Contracting helps you understand the difference between contracting for resources and contracting for results and shows you how to implement a “results deal”.

This “results versus resources” decision establishes which side of the bargaining table will bear the responsibility for the results you’re expecting from the deal. In a “results deal,” the vendor is responsible, while in a “resource deal,” it’s the customer.
In SLA Lab, you’ll gain an understanding of critical elements that can help you shift risk and responsibilities to the vendor and monitor ongoing compliance.

These include:

  • A 10-step Service Level creation process
  • Contract and RFP Development tools for developing Service Levels
  • Corporate alignment—getting input & buy-in from stakeholders
  • Data gathering and measurement—a “how to” process and pitfalls to avoid
  • Document library—examples and tools for Service Levels
  • Handling of vendor ploys in Service Level areas
  • Internal teams—organizing customer stakeholders to make better Service Levels
  • Management policies and practices—getting critical management buy-in
  • Monitoring and compliance—ensuring agreed-to SLAs are followed
  • Performance reviews and escalation—how to solve Service Level disputes
  • Reconciliation strategies—how to balance Service Level debits & credits over time
  • Remedies and rewards—Motivating vendors to extraordinary performance
  • Results-based services—obtaining outcomes, not activities
  • Sample templates and forms—examples of Service Level contracting tools
  • Scorecards and Dashboards—examples of management reporting tools


  • Service Level Template
  • Sample Service Level Measurement Formats
  • Scorecard Templates
  • Dashboard Illustrations
  • Position Paper
  • Sample Service Level Agreement
  • Financial and Non-financial Incentives
  • Responsibility Matrix
  • Negotiations Ploys and how to handle them
  • Performance Pools
  • Reconciliation Strategies

Critical Elements Including

  • Inducements
  • Warranties
  • Remedies
  • Acceptance Testing
  • Effective SLAs
  • Deliverables
  • Contract Management
  • Milestones
  • Developing Metrics
  • Meaningful SOWs
  • Payment Triggers
  • Monitoring Compliance
  • and more

Register Now -->SLA Lab: Results-Based Contracting

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