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Service Level Agreement @ Dubai


Service Level Agreement @ Dubai
Service Level Agreement @ Dubai
19 November 2017 - 21 November 2017
Sheraton Dubai Creek - Dubai
Logistics Procurement and Supply Chain , Customer Service


Facilitated by: Experienced Practitioner Joe Caruso

Photo of Joe Caruso

Director in Education & Consulting Services in The Cullen Group.
A former CIO in Contract Management.
An expert in providing Sourcing, SLA, and Contract Management Advices.
Trained over 1,300 professionals on Outsourcing, Strategic Contract Management & Governance.
Developer & Publisher of the outsourcingtoolset


“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 Berhad

“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

“The manner in which the speaker applied both theory and a practical approach to help the participants understand the subject is clearly a bonus.”
Hadafi Mamat – Manager, Legal & Procurement, TNB Energy Services

“The trainer is well knowledgeable as the material used was easy to grasp and the exercises distributed the contents of the course.”
Saad M. Nujaim – General Manager, Cost Management – Airline Maintenance, Saudi Arabian Airlines

“Joe is very interesting and delivered a very interactive masterclass. The main strength of the event was the constant interaction between the speaker and participants. Materials provided were also very helpful. Kexxel Group’s organization of this event is very good and the facilities at the hotel are great. Overall an excellent choice.”
Sylvian Champonet – Service Delivery Manager, Technip Geoproduction, APAC

Joe Caruso's Past Clients:

  • Emirates Airlines
  • Celcom Axiata Berhad
  • TNB Energy Services
  • Saudi Arabian Airlines
  • Fuji Xerox
  • Mitsubitshi Corp
  • BHP Billiton
  • Australian Taxation Office
  • Coles
  • Calibre Global
  • Mendigo and Adelaide Bank
  • Methanex
  • Mighty River Power
  • Telstra Communications
  • Toll Logistics
  • Townsville City Council
  • Woodside Energy

What you will learn from attending this event:

  • 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 outsourcing, contracts, and supplier evaluation

3 Day Program Agenda:

Overview of Day 1: Constructing your SLA, Planning and Writing the SLA

Learn about Setting the Context of your SLA

  • Set the extent of your SLA agreement
  • Determine the responsibility matrix in SLA
  • Identify the stakeholders involved in SLA
  • Examine SLA formats and options

Establish the Boundaries by Defining the Scope and Accountabilities of your SLA

  • Define in-scope services in a commercial manner
  • Recognize the critical success factors in each services
  • Avoid common misinterpretations in SLA

Develop the Key Performance Indicators (KPI) to measure performance

  • Apply the Balanced Scorecard to SLAs
  • Learn about the 6 Steps for setting KPIs that matter
  • Examine the KPI options available 

"Incentivise" the SLA to keep service providers motivated

  • Learn about the financial and non-financial means of getting the right behaviour
  • Explore different techniques to apply incentives at

Learn about Reporting - proven techniques in getting the right information

  • Assess the different types of reports that are common in SLA
  • Design your reporting needs for optimum results
  • Analyze various reports that you need at different periods
  • Ensure that reports can reflect the trends and analysis

Examine SLA Governance and Management

  • Understand the activities required for successful SLA management
  • Ensure that the right interparty relationships are mapped out
  • Develop frequent meetings as different forms of interaction is important
  • Establish frequent assessment ensures success

Overview of Day 2: Making your SLA Work in Commercial Operations

Learn about Service Contracts

  • Explore key contract planning issues
  • Examine the key clauses relating to SLA
  • Determine how SLA operations can make contracts ineffective

Discover how pricing can affect SLA

  • Analyse the pros and cons of various pricing models
  • Recognize how pricing models impact the SLA

Understanding and optimising Outsourcing Lifecycle

  • Plan your SLA Lifecycle
  • Learn about the Architect Phase, Engagement Phase, & the Governance Phase

Identify what competencies your Lifecycle Team needs

  • Examine the breadth of skills to manage the SLA through an outsourcing lifecycle

Plan for the end of the current SLA and for the beginning of the next SLA

  • Understand the different ending ways in SLA
  • Design the next "wave" of SLA options

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

Learn about Relationship Management in SLA

  • Plan a successful relationship with different forms of relationships

Develop effective SLA Communication 

  • Establish your communication goals
  • Know who your communication target is
  • Identify your target's stage of commitment

Secure successful SLAs through negotiation

  • Determine how often you may renegotiate your SLA
  • Identify negotiation styles and how they impact agreement
  • Assess how you manage conflict

Apply the best SLA practices for your organisation

  • Exercise the steps for best SLA development and management practices
  • Attributes of best SLA practices

*******For more details, kindly download the brochure*******
Email us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it

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

For more details on the event, please download the event's brochure!
If you have more enquiries, do not hestitate to email us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Do you know that you can save up to 50% from in-house courses?
If you have a number of participants with similar training needs, you may wish the consider having an in-house course delivered to you locally on-site. This course can be customized to fit to your requirements.



Sheraton Dubai Creek
Country: ae