Service Catalogue and Internal Service Agreements
Support functions are judged on expectations nobody ever wrote down. This course covers setting out what a function actually provides, to what standard, and what it needs from the people it serves.
Course outline
What this programme covers, module by module.
- 01Listing what a support function actually delivers today
- 02Writing a service description someone can act on
- 03Response and turnaround standards that can be met and measured
- 04Obligations running the other way: what the requester must supply
- 05Prioritisation, queueing and handling urgent requests honestly
- 06Measuring and publishing performance, including the misses
- 07Review cycles, and renegotiating when demand changes
What you will gain
- List the services a function really delivers
- Write a service description people can act on
- Set response and turnaround standards that hold
- Agree what the requester must provide in return
- Measure and publish performance honestly
- Review and renegotiate as demand changes
Who should attend
- Office and administration managers
- Shared service and support function leads
- Facilities and internal service coordinators
- Managers who depend on internal services
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 27 Oct 2026 | Cape Town | 2 Days | R10,000 | |
| 16 to 17 Nov 2026 | Johannesburg | 2 Days | R10,000 | |
| 7 to 8 Dec 2026 | London | 2 Days | US$1,100 | |
| 11 to 12 Jan 2027 | Dubai | 2 Days | US$1,100 | |
| 23 to 24 Feb 2027 | Pretoria | 2 Days | R10,000 | |
| 17 to 18 May 2027 | Durban | 2 Days | R10,000 | |
| 12 to 13 Jul 2027 | Cape Town | 2 Days | R10,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Administration & Office Management
- Formats
- In-house, public, online
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