Munzir Ashraf, National Key Accounts Manager - Binzagr Company, Qatar

The ‘envelop’, ‘crunching’, the usage of ‘nibbling’ and the finalizing of concessions; everything was so good.


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Service Level Agreements Masterclass @ Kuala Lumpur


Service Level Agreements Masterclass @ Kuala Lumpur
Service Level Agreements Masterclass @ Kuala Lumpur
04 December 2018 - 06 December 2018
5 Star Hotel - To Be Announced (Malaysia) - Kuala Lumpur
Management , Sales and Marketing , Leadership


Facilitated by: Joe Caruso

Trained over 1300 professionals on outsourcing, strategic contract management and governance 

Joe Caruso, Director of The Cullen Group, is an experienced practitioner, and former CIO, in Contract Management and Service Agreements. He has provided expert sourcing, SLA, and contract management advice to over 110 organisations all over Asia Pacific with 130 projects covering over 70 business functions with contract coming up to $1.5 billion per annum. Other than that, Joe has also developed and published the outsourcingtoolset- suite of best practice outsourcing and contracting methodologies. 



“Joe provided the needed understanding on SLA which through implementations will be beneficial to all – I learned how to develop SLA; what type of content to have in a SLA and also the important points that should be taken into consideration when drafting a SLA. We can definitely apply what we learn from the course to our current job.”
Mohamad Sham Mohd Nor-Senior Manager (Procurement), Tenaga Nasional Berhad
“Joe made the training very interesting, he is very experienced and kept the class ALIVE!!! For me the whole training was useful.”
Helen Sak Lye Quen- Vice President, Regional Infrastructure & Security Engagement, RHB Bank
“Joe provided the ideal environment for learning and the made the subject easy to understand. Case studies, examples and tips are valuable”
Abdul Rafiz Rasid-General Manager, Telekom Malaysia
“Joe was approachable and knowledgeable. He highlighted the key point and values. I have gained a better understanding of the life-cycle of contract management. The course has also opened my eyes to areas where I may have overlooked or areas where I may need to improve. I would strongly recommend people to come for this training because sometimes people think they have already gained enough knowledge but I think if people come for this training they will learn more because there is always more knowledge to gain.”
Jassen Anthony - VP, Technology Delivery, AXA Affin General Insurance
“Good Trainer who has both the knowledge and experience. The course helps me to improve my current SLA. Joe gave useful guideline and was very clear in terms of delivery.”
Kartinah Hamzah - Assistant Vice President (Communications & Technology), Pos Malaysia
“Joe is an experienced trainer that is able to share his knowledge and practices to better manage SLA’s. I learnt different techniques on how to tackle certain issues that we face on a daily basis and how to negotiate better with suppliers. What I have learnt from this training can be used in my profession, some of the knowledge I gained such as how we handle negotiations and how to improve SLA’s, I can apply it right away. I would recommend this training not only to for people working in the finance sector but anyone who is in a managing position”
Steven Tan - Service Level Manager, Maxis Broadband
“The trainer was excellent in delivery, language, understanding of the subject matter and industry relevant explanations. With adequate training material from multiple sources, he definitely approached this course positively. The main strengths of this event was Joe teaching us how to create, manage and negotiate brilliant SLAs while maintaining the contracting life cycle.”
Ubaid Mustafa Qadiri – Head of Operations, Infrastructure & Applications, Celcom Axiata

Picture Gallery 


Past Clients 

  • Australian Taxation Office
  • Bendigo and Adelaide Bank
  • BHP Billiton
  • Calibre Global
  • Coles
  • Fuji Xerox
  • Methanex
  • Mighty River Power
  • Mitsubishi Corp
  • Santos
  • Telstra Telecommunications
  • Toll Logistics
  • Townsville City Council
  • Woodside Energy

Why You Should Attend?

You will discover how to build a comprehensive and solid framework for establishing and managing SLAs. Attend this training and benefit from discussing these issues:

  • Take a strategic approach to planning and developing SLAs
  • Assess the costs and benefits of SLAs – how this tool will work for you
  • Cement your understanding of SLAs that really work, rather than just being a piece of paper
  • Identify the key stakeholders in the SLA
  • Establish the Balanced Scorecard and effective key performance indicators (KPIs)
  • Balance penalties and rewards to get the behaviour you want
  • Set up the reporting systems to ensure you have the information you need
  • Establish the SLA governance framework – clear structure, accountabilities, reviews, meetings, and management procedures
  • Manage the SLA – it takes many skills to ensure success
  • Design effective SLA communication
  • Gain insight over best practices in outsourcing,contracts and supplier evaluation
  • Learn negotiation strategies, tips and traps

Program Agenda 

Part 1: Constructing Your SLA – Planning and Writing the SLA

Introduction and Overview of Training
  • • Course design layout – walkthrough what you will learn
  • • Meeting individual objectives – discuss your goals
Strategic Elements of the SLA
– things you need to know before you begin
  • Understand the relationship of the SLA to the contract and other governing documents – they all serve different purposes
  • Key objectives of SLAs – what SLAs need to accomplish to be successful
  • Establish advantages and disadvantages of SLAs – ensure it is the right tool for you
  • Plan and ensure your successful SLA – get the right strategy and approach
Section 1: Setting the context of your SLA
  • Determine what is in and out of the scope of your SLA – set the extent of your agreement
  • Distinguish who is responsible for what - establishing the responsibility matrix
  • Identifying the stakeholders to understand their benefits and objectives
  • SLA formats and options
Section 2: Setting the boundaries by defining the scope and accountabilities of your SLA
  • Define the in-scope services in a commercial manner – minimise misinterpretations
  • Identify critical success factors of each service – to ensure success will be achieved
  • Avoid common misinterpretations – you know what you mean, but will the other party?
Section 3: Developing the Key Performance Indicators (KPIs) to measure performance
  • Get a holistic report card – applying the Balanced Scorecard to SLAs
  • 6 Steps for setting KPIs that matter - all the techniques and issues
  • KPI options – during/after normal hours, geographic or business unit distinctions, weighting
Section 4: “Incentivising” the SLA to keep your service providers motivated
  • Financial and non-financial means of getting the right behaviour
    • it isn’t just money that can motivate a service provider
  • Use of positive and negative incentives – select the “carrots” and “sticks”
  • Explore different techniques to apply incentives- percents, fixed amounts and points
  • Investigate KPI stratifications – different KPIs for different situations
Section 5: Reporting – proven techniques in getting the right information
  • Assess the different types of reports common in SLAs
  • Design your reporting needs for optimal results – what you need to know to manage and keep track of the service
  • Exploring the various reports desired at different periods
  • Ensure reports can reflect the trends and analyses - keep the SLA aligned to and informing the business needs
Section 6: SLA Governance and Management
  • Activities required for successful SLA management – ensure you are ready
  • Setting the roles of each party – get the right interparty relationships mapped out
  • Dynamic team roles – is your SLA management team well represented?
  • Meetings – frequent forms of different interaction is critical
  • Evaluations, reviews and audits and reviews – frequent assessment ensures success
  • Benchmarking – make certain of ongoing value for money
  • Issue, variation and dispute management - staged approach to resolution

Part 2: Making Your SLA Work in Commercial Operations

Section 7: Service Contracts - drive a watertight Contract
  • Explore key contract planning issues – who prepares it, length, extensions, etc
  • Examine the key clauses relating to the SLA – ensure the contract supports the SLA, not clashes with
  • How SLA operations can make contracts ineffective
Section 8: Pricing – How it effects your SLA
  • Explore the pros/cons of various pricing models – avoid the traps of the inexperienced
  • Identify how price models impact on managing the SLA – danger in every corner
Section 9: Understanding and optimising Outsourcing Lifecycle – the eight building blocks of a successful outsourcing program
  • Architect Phase – preparing the strategies and designing the future
  • Engagement Phase – selecting the supplier and making the transition
  • Governance Phase – managing the arrangement and planning for the next generation
  • Plan your SLA lifecycle
Section 10: Lifecycle Skills – know what competencies your SLA lifecycle team needs
  • The breadth of skills to manage the SLA through an outsourcing lifecycle
  • Targeting the skills your SLA needs
Section 11: Planning the Next Generation - the end of the current SLA and the beginning of the next
  • Ways SLAs end – “natural” and “unnatural”…be prepared for all
  • Planning the next “wave” SLA options and issues
  • Disengagement, handover and post termination assistance – ensure you don’t impede your options
  • Assessments to consider – well before the end of a SLA
Section 12: Relationship Management
  • Forms of relationships from power based to partnering
  • Planning a successful relationship
Communicate or Let the SLA Die
  • Set your communication goals – informing, gaining commitment or action
  • Target who you need to communication with and why – one technique won’t serve for all
  • Profile your targets – determine the right approach
  • Ensure your communication will be effective – identify your targets’ stage of commitment
  • Kick off a communication plan for your SLA
Securing successful SLAs through negotiation
  • Determine how often you may renegotiate your SLA
  • Assess how you manage conflict
  • Be able to identify negotiation styles and how they impact reaching agreement
  • Role playing session – put it in practice negotiating KPI penalties and rewards
  • Negotiation tactics, tips and strategies
  • Prepare a negotiation plan
Applying best practice for your organisation
  • Steps for best practice SLA development and management – tips from nearly two decades of hindsight with over 75 organisations
  • Attributes of a best practice SLA has 

Who Should Attend?

This course is designed for both the novice and the experienced and for SLAs with internal or external service providers.
In particular, we highly recommend:
  • Service delivery managers
  • Shared service managers
  • Business analysts
  • Service procurement managers
  • Strategy, planning and resource managers
  • Contracts personnel
  • Operations and divisional managers
  • Procurement and purchasing managers
  • Logistics and supply chain managers

Enquiry/ In-House Training 

*******For more details, kindly download the brochure*******


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Save up to 50% from in-house courses!

You may wish to consider having an in-house course delivered locally on-site if you have a number of participants with similar training needs. This course can be customised to fit specific requirements. For more information about IHT kindly send your enquiries to   This e-mail address is being protected from spambots. You need JavaScript enabled to view it


5 Star Hotel - To Be Announced (Malaysia)
Kuala Lumpur
Country: my