Though most often associated with IT service providers, SLAs can be used in any environment where a service is provided to an identified client. Managers in this type of environment need to be excellent negotiators, team leaders and motivators, as well possessing all the traditional management skills. There are several common types of SLAs. Client-based agreements are with an individual customer group, covering the services they use and outlining expectations and standards of performance. Service-based agreements cover all the customers using the services, again specifying standard terms of service.
Examples include: A garage offers a routine service to all its customers and specifies what can be expected as a standard service package; an IT group provides service to all employees in the organization with defined levels of service; printing services are provided to all divisions of a large company, with specified turnaround times. All these require a manager adept at team leading, negotiation and a good knowledge of organizational behavior. These skills can readily be acquired through various training methods.
Courses for general management skills can be taken at local community colleges. There is generally a requirement for a high school diploma; courses would normally last about 10 to 12 weeks. For higher level management skills, a university course is optimal. A business degree usually requires a three-year commitment and about $20,000 for an undergraduate level; a graduate level degree, lasting about two years, costs between $30,000 to $60,000. Specific computer skills courses are usually less expensive, and of shorter duration.