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.

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

View the detailed course content and the latest discount promotions:

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Great...Ethan Hathaway's presentations and the materials are excellent and it is the best seminar I have attended.
Dealer, Bank BJB, Indonesia

  • Agenda highlights
  • Who should attend
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SLA Masterclass Training Course Agenda Highlights

In-Person Training Highlights (*note: there are slight differences between the in-person and online course content):

  • 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 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

Online Self-Study Course Highlights:

  • Defining service-level agreements (SLA's)
  • 5 Benefits of SLA's
  • What SLA's should and shouldn't be
  • The SLA Framework
  • Different SLA's for Different Situations
  • How to Create an SLA: We share the 8 steps to creating your own SLA's
  • Exclusions and Checklists for your SLA's
  • Automated SLA's
  • A Look at the Supplier Perspective in an SLA
  • SLA Metrics: How to Measure SLA Performance
  • Common Mistakes in Developing & Implementing SLA's
  • SLA KPI's: Including what's the difference between SLA Metrics and KPI's
  • How to Use Balanced Scorecards
  • SLA example: Cloud computing case study
  • Bonus SLA resources

View the detailed course content and the latest discount promotions:

Ready to Enroll?
Click on the button below to enroll

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

18 Seats Only

Only 18 seats available per session so you get more personal attention.

Reference Package

You also receive a Course Reference Kit to take away for future reference. (Value of $200.00)

Get Answers

All our trainings are built for interaction and for you to get the most out of the training for your job and situation.

​Ask questions specific to your situation. It's the closest you can get to getting personalised coaching.

Certificate of Completion

After completing the training, you receive an Ethan Hathaway gold-embossed certificate of completion to mark your achievement.

Online / Distance Learning Course Available

This course is also available via online distance learning. ALL Delegates get the following:

Video lessons

On-demand video lessons (approximately over 100 minutes+ of course lessons) so you may watch at your own convenience.


Downloadable PDF notes & slide decks and resources for your future reference.

Unlimited Lifetime Access

NEW: You have unlimited access to the core course lessons

Anywhere Access

Access the course with any Internet-enabled device. No software or special requirements needed.

Certificate of Completion

After completing the training, you receive a digital & printable Ethan Hathaway certificate of completion to mark your achievement.

For Corporate Plans (multi-user access), please contact us at:

Online Self-Study Course


For personal use & learning only

 USD 197

  • On-Demand 24/7 All Access
  • Downloadable resources
  • On-demand video lessons
  • One user access
  • Digital certificate of completion

Available for In-House Training

There are currently no scheduled public sessions for this training, however, it is available as an in-house training.

Request an in-house training proposal below or learn more about In-House Training

Accredited By

BAC AccreditedEthan Hathaway is accredited by the British Accreditation Council for Independent Further and Higher Education as an International Centre.

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