Service Level Agreements (SLAs) Masterclass Training Course

This training course teaches you how to leverage service level agreements (sla’s) to drive performance in your business.

Available as:

Self-Study Online: over 1.5 hrs of video lessons
Beginner level
Flexible schedule. Study at your own pace.
Taught in English
In-House Customised/Bespoke (Virtual and In-Person)

Regular course fee: USD 297.00

SLA Leads (AC)

Have a question? Email us at: or visit the help center.

Service-Level Agreements (SLA) Training Course

Ready to Enrol?

Most Recent Enrolments/Customers:

  • Henry from Orlando, FL, USA
  • Ashwaq from Riyadh, Saudi Arabia
  • Sylvia from Austin, TX, USA
  • Mohammed from Riyadh, Saudi Arabia
  • Someone from SIAM Cement Group
  • Varena from Jacksonville, FL, USA

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Service Level Agreements (SLA’s) Course Benefits

  • Aligning your SLAs with the objectives of the business
  • Defining the roles of the various management
  • Encompassing KPI’s into your SLA documents
  • Determining   whether the deliverables of the SLA can be linked to your KPI’S
  • Measuring SLA performance
  • Dealing effectively with non-performance
  • Highlighting the basis to reward good performance with service credits
  • Managing changing requirements for streamlined management
  • Benchmarking services and establishing world class standards
  • Pinpointing the basis for price increase/decrease
  • Strengthening the management of the transition of services when terminating an SLA

SLA Masterclass Training Course Agenda Highlights

In-Person vs Online Course Differences

In-Person Training Highlights (*note: there are slight differences between the in-person and self-study online course content, please read the differences carefully below):

Online Self-Study Course Syllabus:

***Please note the principles & concepts may be applied to various different SLA environments.

  • Defining service-level agreements (SLA’s) => (see 2:11 in Lesson 1)
  • 5 Benefits of SLA’s => (see 1:31 in Lesson 2)
  • The SLA Framework => (see 0:59 in Lesson 2)
  • What SLA’s should and shouldn’t be => (see 2:42 in Lesson 2)
  • How to Create an SLA: We share the 8 steps to creating your own SLA’s => (see 0:56 in Lesson 3)
  • Exclusions and Checklists for your SLA’s => (see Lesson 4)
  • Automated SLA’s => (see Lesson 5)
  • A Look at the Supplier Perspective in an SLA => (see Lesson 6)
  • SLA Metrics: How to Measure SLA Performance => (see Lesson 7)
  • Common Mistakes in Developing & Implementing SLA’s => (see 6:55 Lesson 7)
  • SLA KPI’s: Including what’s the difference between SLA Metrics and KPI’s => (see 0:43 Lesson 8)
  • Critical KPI’s for an Efficient Company => (see 6:59 Lesson 8)
  • How to Use Balanced Scorecards => (see 1:27 Lesson 9)
  • Bonus SLA resources: Sample SLA’s => (see Lesson 11)

In-Person Training Highlights

  • Service Level Agreements (SLAs) for Internal Business Services
  • Outlining the Level of Services Using Tools such as: Service Forecasting and Scenario Testing
  • Service Level Agreements to shared services SLAs– Supporting Mission & Strategy Achievement
  • Service Level Agreement Projects
  • How to Perfect your SLA Using Enhanced SLA Modelling
  • Key Measurements and Activity Based Service Level Agreements
    • Finance & Accounting
    • HR
    • Procurement
    • Facilities / Premises Management
    • Service Desks, Call Centres and Contact Centres
    • Logistics
    • Legal Services Case Studies

***For in-person/live virtual training session, we can cover your own internal service, where the trainer will try to provide relevant performance metrics.

  • How to Develop & Structure Your SLA
  • Costing services
  • Case Study Exercise
  • How SLA Best Practices May Differ in Various Geographies

Regular course fee: USD 297.00

SLA Leads (AC)

Have a question? Email us at: or visit the help center.

Who Will Benefit

Who should attend this SLA Masterclass training course?

  • Vendor / Project Managers
  • Technical Support / Customer Support Managers
  • BPO Managers
  • Banks’ Managers
  • Outsourcing Managers
  • CIOs / IT Managers
  • Service Delivery / Shared Service / Common Services / Customer Service Managers
  • Service Purchasing / Procurement Managers
  • Managers in Finance, Procurement, Facilities & Premises, Legal Services, Human Resources, Logistics and other support services
  • Business Development Managers

SLA Course Reviews

Ethan Hathaway Reviews

Regular course fee: USD 297.00

SLA Leads (AC)

Have a question? Email us at: or visit the help center.

What You Receive

All ONLINE courses include:

On-Demand Lessons

Online courses include on-demand video and/or text-based lessons with 12 months access (option to renew).
Go at your own pace.

Digital Downloads

Courses include digital resources, such as course slide decks, additional reading, exercises & more.

Anywhere Access

Access the course(s) anywhere with an Internet-enabled device. (*Our own mobile app is in the works)

Digital Certificate

Upon successful course completion, you receive a digital certificate of completion to download & print.


Our training courses are designed to be practical, not just theoretical or academic.

Designed for Busy Professionals

Courses are designed for the busy working professional.

Sneak Peak Inside the Online Learning Portal

Have a look inside the online learning portal to get an idea of what it’s like.

Why Ethan Hathaway

There are LOTS of training providers in the market, so why choose Ethan Hathaway?

Ethan Hathaway has established itself as a reputable training partner for over 18+ years to top companies all over the world.

Our philosophy is to make YOU as valuable as can be both in your career and your employer.

Enrolment Options


USD 150
(12-months access)

For Individual learning at your own pace.

On-Demand Video Lessons
Downloadable Resources
12 months access (option to renew)
Anywhere access with Internet-enabled devices
Digital Certificate of Completion
Digital Badge of Completion
Instructor Q&A


Contact Us

Either schedule a private in-house (virtual/online) delivery and/or customize the content to your specific needs.


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