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 ***Limited-time offer: Save $122 off regular fee USD 197, now USD 75. Don’t miss out.
Online Cohort-based with Instructor
In-House Customised/Bespoke

Have a question? Email us at: [email protected] or visit the help center.

Ready to Enrol?

Most Recent Enrolments/Customers:

  • 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

Trusted By

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

…it is the best seminar I have attended

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

SLA Masterclass Training Course Agenda Highlights

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):

  • 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

Online Self-Study Course Highlights:

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

  • 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

Have a question? Email us at: [email protected] 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

9 out of 10

What I Liked Most From This Course:
1) Real SLA Examples
2) Content clear with a nice presentation.
B.A.

Ethan Hathaway Reviews

Continually engaged participants in lively discussions

Continually engaged participants in lively discussions. References made to real-life scenarios. What I like most about this training were the practical discussions of issues. The quality of materials is very good…
L.C.
GCB Bank

The trainer made the training very interactive

The trainer made the training very interactive and was open to suggestions from the team.
J.J.
GCB Bank

A lot of fun exercise to help me understand about finance matters.

A lot of fun exercise to help me understand about finance matters.
G.G.
Chevron, Singapore

I learned more than I expected…

I learned more than I expected and impressed with our instructor’s expertise.
A.C.
Project Director, APCOL Pte Ltd, Singapore

Interactive sessions & extremely knowledgeable instructor…

Jeff has been an excellent trainer & somone who is approachable & most willing to share & help even beyond the scope of the course…Interactive sessions & extremely knowledgeable instructor…This is a good course definitely showing a glimpse of how much Excel can provide.
K.J.
Borouge, Singapore

I’m impressed by the instructor’s professionalism & clear explanations of functions that I’ve never heard of that I could use

There were a lot of practical examples that could be brought into my daily work. Good & clear explanations of difficult concepts…I’m impressed by the instructor’s professionalism & clear explanations of functions that I’ve never heard of that I could use.
K.S.
DHL, Singapore

There are lots of exercise so that it makes me understand more about formula & model.

There are lots of exercise so that it makes me understand more about formula & model.
M.K.
Finance, Chevron Energy Development, Thailand

The course well-fit my knowledge & met my expectation perfectly.

The coverage of the syllabus & the material is well-fit. A very good introduction to Financial Modelling. The course well-fit my knowledge & met my expectation perfectly.
C.A.
Corporate Finance, CLP Ltd, Hong Kong

Even more interested to discover more.

Concrete examples. Small group. Good interaction with the speaker…Impressions after attending the course: Positive. Even more interested to discover more.
C.T.
Natixis, Singapore

I like the workshop as Speaker willingly and unselfness to share his knowledge and skills.

I like the workshop as Speaker willingly and unselfness to share his knowledge and skills.
L.D.
Borouge, Singapore

Have a question? Email us at: [email protected] or visit the help center.

What You Receive

All ONLINE courses include:

Sneak Peak Inside the Online Learning Portal

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

Online Cohort-Based Sessions (*subject to availability) also include:

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 16+ 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

Online delivery is available as below.

Online Self-Study

USD197

***For a limited-time: $122 off the regular fee***

USD75

For Individual learning at your own pace.

1 user


  • On-Demand Video Lessons
  • Downloadable Resources
  • Anywhere access with Internet-enabled devices
  • Digital Certificate of Completion
  • Digital Badge of Completion
  • Instructor Q&A

Online Cohort with Instructor

TBA

Includes online self-study course + scheduled Instructor Q&A sessions

1 user


  • On-Demand Video Lessons
  • Downloadable Resources
  • Anywhere access with Internet-enabled devices
  • Digital Certificate of Completion
  • Digital Badge of Completion
  • Instructor Q&A

In-House Customized / Bespoke

Contact Us

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

Multiple users


FAQ

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