Service-Level and Supplier Management

By the end

What you'll build

• Write a service-level target that reflects consumer experience rather than component uptime
• Distinguish agreements, underpinning contracts and internal targets, and keep them consistent
• Build a service-level report that survives challenge from the consumer
• Run a supplier review meeting with evidence and agreed, owned actions
• Identify dependency and concentration risk in the supply chain and escalate it

Curriculum

What's inside

6 modules · 35 lessons

1. 01

   Agreements, targets and expectations

   6 lessons
   • Writing a target that measures the consumer's experience
   • Agreements, underpinning contracts and internal targets
   • Measurable versus meaningful
   • Exclusions, clock rules and service hours
   • Renegotiating a target honestly rather than quietly
   • + 1 more lesson
2. 02

   Measuring and reporting

   6 lessons
   • Building a service-level report that survives challenge
   • Data sources and the limits of each
   • Availability arithmetic and the assumptions inside it
   • Experience measures alongside technical measures
   • Reporting a breach without spin
   • + 1 more lesson
3. 03

   Managing suppliers

   6 lessons
   • Running a supplier review that produces decisions
   • Categorising suppliers by risk and dependency
   • Governance cadence and who needs to be in the room
   • Evidence, disputes and escalation routes
   • Exit and transition planning while the relationship is healthy
   • + 1 more lesson
4. 04

   Obligations in practice

   6 lessons
   • Turning contractual obligations into operational routines
   • Reading an agreement for the duties it places on your team
   • Service credits and what they actually incentivise
   • Confidentiality and data-handling obligations in daily work
   • Handling a change of scope during the term
   • + 1 more lesson
5. 05

   Dependency and continuity risk

   6 lessons
   • Mapping where a supplier failure becomes your outage
   • Single points of dependency
   • Concentration risk across the supply chain
   • Sub-processing and visibility beyond your direct supplier
   • Testing a supplier's recovery claims instead of accepting them
   • + 1 more lesson
6. 06

   Practice and check

   5 lessons
   • Commitments and where they actually livematch pairs
   • Challenging a month you believe is wrongsequence order
   • Naming the commitment correctlyfill blank
   • A number you do not yet ownscenario
   • Course quizquiz

The shape of it

How this course works