Hani Orfali, Toys Division Director - NewBoy, Dubai

The main thing that reached my objectives at the beginning which I found really beneficial is the techniques of negotiation; the steps, the main rules and the main right things you have to do. I have never attended a negotiation class before, and that was my objective and that was what I exactly found. I think anyone, especially those who are doing daily negotiations for so long should attend this course to know about the process before and after negotiation because it will help them a lot to use all the experiences in a more efficient way. Thank you Kexxel Group; very nice organization, nice event and all the help I got from your emails. To me, the people who were invited to this negotiation event are lucky because it is very important. You can take this course any time! Jim is an experienced negotiator; very humourous!


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Service Level Agreements @ Kuala Lumpur


Service Level Agreements @ Kuala Lumpur
Service Level Agreements @ Kuala Lumpur
14 November 2017 - 16 November 2017
5 Star Hotel - To Be Announced (Malaysia) - Kuala Lumpur
Management , Plant and Engineers , Logistics Procurement and Supply Chain , Legal , Information Technology , Customer Service


Facilitated by: Joe Caruso 


Joe Caruso is a Director at The Cullen Group, an experienced practitioner and former CIO in Contract Management and Service Agreements. His involvement in projects with both "buy side" and "sell side" equips him with superior perspectives, allowing him to achieve mutually profitable results thus ensuring success and sustainable relationships between parties. 

Being a seasoned trainer across Australia, New Zealand, Middle East and Asia Pacific, Joe has provided expert advice on outsourcing, strategic contract management and governance to over 5000 professionals across a wide variety of industries including Schlumberger,  Mitsubishi, Fujitsu and Saudi Arabian Airlines. Throughout Asia specifically, he has provided contract management advice to over 110 organisations in over 130 projects with contracts worth up to $1.5 billion per annum.



“Joe provided me a very structured framework for creating an SLA from scratch to negotiating with others. I learnt that it is more than just copy-pasting from Google and inserting KPIs. There are a lot of fundamental elements to be considered when dealing with SLA before engaging with stakeholders. The course is an eye-opener for me as I got to listen to Joe share about best practices in his career which I can relate to my own field of work. Now I know how to react to a situation when it arises as Joe has showed me the way.”
William Tan – Head of Regional IT Service Management, CIMB Bank

“Joe is knowledgeable and entertaining. He managed to keep the participants in a good mood and the sessions began and ended on time. I found the sessions on KPI and negotiations most useful for my job.”
Ayman Tantawy – Senior Service Manager, Brunei Shell Petroleum

"The trainer and training was excellent. I loved the group discussions."
Latifah Mohamed – Manager of IT, Pos Malaysia 

“The training is superb. We learned a great deal of new ideas which can be implemented in our organizations.”
Mahani Masni Mubarak – Manager, Tenaga Nasional Berhad

“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 

“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

“Joe was approachable and knowledgeable. He highlighted the key point and values. From the training 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 a/l Nyanapongasam - VP, Technology Delivery, AXA Affin General Insurance


Past Clients

  • Telekom Malaysia Berhad
  • Pos Malaysia
  • Tenaga Nasional Berhad
  • Maxis Broadband
  • DiGi Telecommunications
  • Sarawak Shell
  • Standard Chartered
  • Celcom Axiata
  • Pertubuhan Keselamatan Sosial
  • PlaTCOM Ventures
  • Technip Geoproduction
  • Logica Malaysia
  • VADS Berhad
  • Agrobank
  • Fujitsu
  • NEC Corporation Malaysia
  • Cuscapi Malaysia
  • Sinarmas Agribusiness & Food
  • Brunei LNG
  • Ncell
  • Philippine Airlines
  • Singapore Post
  • Fuji Xerox
  • Mitsubitshi Corp


What You Will Learn

  • Examine issues in Service Level Agreements (SLA)
  • Plan and develop SLA strategically
  • Effectively analyze the costs and benefits of SLAs
  • Identify the key stakeholder in SLA
  • Establish SLA governance framework to manage it effectively
  • Design practical and effective SLA communication
  • Learn about the best practices in outsourcingcontracts, and supplier evaluation


Program Agenda

Day 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

Recap and Case Study “What is wrong with this SLA?” – diagnose an ineffectual SLA


Day 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

Day 3 - Mastering the Core Skills of Relationship Management, Communication & Negotiation

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 - know what characteristics you want to ensure your SLA has

Who Should Attend


  • Service Level Managers
  • Service & System Managers
  • Head of IT
  • CIOs
  • CTOs
  • Service Delivery Managers
  • Shared Services Managers
  • Business Analysts
  • Service Procurement Managers
  • Strategy, Planning & Resource Managers
  • Contract Personnel
  • Operations & Divisional Managers
  • Procurement & Purchasing Managers




*******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