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Service Level Agreements @ Dubai


Service Level Agreements @ Dubai
Service Level Agreements @ Dubai
14 June 2020 - 16 June 2020
5 Star Hotel - To Be Announced (Dubai) - Dubai
In House Training , Logistics Procurement and Supply Chain , Legal , Information Technology , Customer Service


Facilitated by International SLA Guru

Joe Caruso
Master of the Art of Service Delivery 

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.

Joe’s private sector clients includes those in the banking, petroleum and telecommunications while his public sector clients cover numerous federal, state, and local government departments and agencies.

Other Past Clients

  • Abu Dhabi Islamic Bank
  • King Abdullah Medical City
  • Oman Environmental Services Holdings Company
  • Schlumberger
  • Deloitte
  • Standard Chartered
  • Emirates NBD
  • Gulf International Bank
  • Emirates Integrated Telecommunications 
  • Saudi Arabian Airlines
  • Agrobank
  • Fujitsu
  • Mannai Trading Co.
  • Ncell
  • Singapore Post
  • Fuji Xerox
  • Mitsubitshi Corp 


“Joe is a very knowledgeable person and he gave us a good understanding in all the aspects of an SLA from formulation to management”
James John – Service Delivery & Contracts Lead, Schlumberger
“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 trainer is very knowledgeable and confident about the topic. He has a very easy way of giving the information. The structure of the topics is well designed, especially the practicing and group discussions and this is the main strength of the course.”
Amr Shebata – Snr Manager, Service Recovery, Etisalat 

“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

“Not enough words to explain how excellent this class was and Kexxel Group is just doing great”
Ashraf Gawdat – Manager, Quality Assurance, National Bank of Egypt

“Joe is a good trainer. The main strength of the event for me was the exercises, trainer and the information gained.”
Sari Al Kadi - Director, Logistics & Contracts, Ministry of National Guard Health Affairs (MNG-HA)

Picture Gallery



 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 (Dubai)
Country: ae