Durdana Farid, Buyer - MBC Group (Middle East Broadcasting), Dubai

The whole training was very interesting; the content, the style of delivery. I found it very informative and very useful to my line of work. Jim was excellent. He had a very interesting way of delivering the training. Kexxel Group was very organized. They were very helpful and cooperative!


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Laying the Foundations for Effective Strategic SLA


Laying the Foundations for Effective Strategic SLA
Laying the Foundations for Effective Strategic SLA
01 March 2021
Virtual Instructor-Led Training (VILT) -
Corporate Training , Customer Service , Information Technology , Legal , Logistics Procurement and Supply Chain , Management , In House Training


Virtual Instructor-Led Training - Service Level Agreement Series:
Laying the Foundations for Effective Strategic SLA

Facilitated by International SLA Expert

Joe Caruso
Master of the Art of Service Delivery 

A recent study by Accenture Interactives shows that 80% of B2B buyers have switched suppliers in a 24 month period. This continuous suffering of key business relationships can be traced back to the deliberate misinterpretation of service contracts. To address this, Kexxel Group is inviting Joe Caruso to come LIVE for a session of Service Level Agreements.

For over 15 years, Joe has provided expert sourcing, SLA and contract management advice to over 110 organisations in over 130 projects covering 70 business functions with contracts worth up to $1.5 billion per annum throughout Australia, New Zealand, Middle East and Asia Pacific.

Being an experienced practitioner and former CIO in Contract Management and Service Agreements, Joe Caruso gives those training with him a deep understanding and bird's eye view of contracts. This comes with his past involvement in both “buy side” and “sell side” of projects allowing him to reach outcomes that are mutually beneficial to both parties, thereby ensuring successful and sustainable relationships.

Besides that, he also creates online learning content for University courses for Melbourne UniversityLondon School of Economics, and University of Missouri - St. Louis.



“Very informative and rich with relevant examples. The strengths are scattered over the entire content of the program. The organizers provided very good follow-up and were responsive all the time.”
Mohamed Gul – Manager, Partner Support & Managed Services, Emirates Integrated Telecommunications Company (du)

“The trainer had depth of knowledge and provided adequate examples to facilitate understanding. The business requirement and benefits is the main strength of the event. This is my second course with Kexxel Group and the courses are very specific and informative.”
Rajesh Bangera – Supply Chain Manager, Service Delivery, Emirates Airlines

"Joe is very passionate about sharing his knowledge and experience with participants, He made the learning effective through holistic approach covering the entire process thoroughly. And the event was well arranged by the organizer."
Asia AL Marzouqi- Planning and Customer Manager, ENOC

“Joe is a very experienced trainer and he presented his materials in a confident manner. He spoke based on his experience.”
Bilal Sadeddine Habash – Head of IT Support Services, Abu Dhabi Islamic Bank


Other Past Clients

  • Emirates NBD
  • Saudi Arabian Airlines
  • Gulf International Bank
  • Abu Dhabi Islamic Bank
  • Schlumberger
  • Fuji Xerox
  • Mannai Trading Co.
  • Mitsubitshi Corp
  • Deloitte
  • Standard Chartered
  • Fujitsu
  • Singapore Post
  • CIMB
  • Telekom Malaysia
  • Department of Foreign Affairs & Trade
  • Pos Malaysia
  • Malaysia Venture Capital
  • Philippine Airlines
  • Brunei Shell Petroleum
  • Ncell


Why Choose Kexxel’s VILT Courses

NOT a Webinar!
Join our live, virtual courses enriched with a diverse range of interactive activities, such as action plans, group discussions, breakout sessions, exercises, case studies, and more.


Course Materials
An advantageous combination of presentation slides and downloadable workbooks are provided to participants prior to classes for a more holistic learning experience.


Pre-Course Questionnaires
Our instructors will understand the specific needs and requirements of each individual participant, by allowing attendees to review and highlight topics of importance prior to the course.


Private, In-house Sessions
Upon request for organizations seeking a more customised learning for their employees.


Secure Online Platform
Cisco Webex is the online training platform of choice for our VILT courses. Cisco Webex respects your data privacy, is highly secure by default, and has governance and transparency.


Course Outline

Service Level Agreements (SLAs) are a key strategy to ensure successful service contract outcomes. By defining the responsibilities of the parties in an agreement, as well as articulating those responsibilities in a clear and concise manner, we lay the foundation to a commercially solid and reliable contract that minimizes ambiguity and friction and maximizes success.

What you will learn:

  • The role of the Service Level Agreement in the total contractual picture
  • Practical ways to build a comprehensive and solid framework for establishing an SLA
  • Specifying which party is accountable for what
  • Articulating the requirements in a clear and useful manner
  • Why words matter - How to minimise ambiguity in the SLA

Session 1: Strategic elements of an SLA - things to know before you begin

  • Understanding the relationship of the SLA to the contract and other governing documents
  • Key objectives of SLAs – what SLAs need to accomplish to be successful
  • Establishing advantages and disadvantages of SLAs – ensure it is the right tool for you
  • Planning and ensuring your successful SLA – get the right strategy and approach

Session 2: Setting the context to understand benefits & objectives

  • Determining what is in and out of the scope of your SLA – set the extent of your agreement
  • Distinguishing who is responsible for what - establishing the responsibility matrix
  • Identifying the stakeholders to understand their benefits and objectives

Session 3: Scope detailed definitions

  • Defining the services in an independent and commercial manner
  • Identifying the objectives of each service - highlight what’s really important
Session 4: Avoiding misunderstanding - the glossary
  • Ensuring all parties have the same understanding
  • Avoiding common misinterpretations – you know what you mean, but will the other party?
  • Reserved words and defined terms
Case Studies & Exercises: Disputes, Banned words and ambiguity, Scope definition, Responsibility matrix development, Detailed specifications writing, Glossary.


Virtual Instructor-Led Training (VILT)