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:

Ready to Enroll?
Click on the button below to enroll

Have a question? Email us at: support@ethanhathaway.com or visit the help center.

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

  • Agenda highlights
  • Who should attend
  • Reviews

SLA Masterclass Training Course Agenda Highlights

  • Service Level Agreements (SLAs) for Internal Business Services
  • Stipulating the Level of Services through Service Forecasting and Scenario Testing
  • Service Level Agreements to shared services SLAs– Supporting Mission & Strategy Achievement
  • Service Level Agreement Projects
  • Perfecting your SLA Preparation through Enhanced SLA Modelling
  • Key Measurements and Activity Based Service Level Agreements
  • Case Studies – Case examples of different service quality metrics for specific support services:
    • Finance & Accounting
    • HR
    • Procurement
    • Facilities / Premises Management
    • Service Desks, Call Centres and Contact Centres
    • Logistics
    • Legal Services

    You may put forward your own internal service, for which the trainer will help to provide performance metrics

  • Format and Structure of The SLA
  • Costing services
  • Intensive Case Study Exercise
  • An Overview Of The Regional Practices On SLA

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: support@ethanhathaway.com 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 so you may watch at your own convenience.

Downloads

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: support@ethanhathaway.com

Online Self-Study Available

If you don't need the Instructor Q&A sessions, feel free to select the online self-study only option below.

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.