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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
21 September 2020
Virtual Instructor-Led Training (VILT) -
In House Training , Management , Logistics Procurement and Supply Chain , Legal , Information Technology , Customer Service , Corporate 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.



“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

“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 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 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 needed understanding on SLA which through implementations will be beneficial to all. I learned how to develop SLA’s; what content to have in an SLA and also the important points that should be taken into consideration when drafting an SLA. We can definitely apply what we learn from the course to our current job.”
Mohamad Sham, Senior Manager - Procurement, Tenaga Nasional Berhad

“Joe showed us that everything can be done in a systematic manner. It helps us better manage our time and deliver SLAs to our stakeholders within the stipulated time. I would recommend the course to others as Joe is very experienced. He provided useful tips and managed to answer any question thrown at him with ease.”
Ayman Tantawy, Senior Service Manager, Brunei Shell Petroleum


Other Past Clients

  • CIMB
  • Telekom Malaysia
  • Celcom Axiata
  • Sarawak Shell
  • Tenaga Nasional Berhad
  • Department of Foreign Affairs & Trade
  • Pos Malaysia
  • DiGi Telecommunications
  • VADS Berhad
  • Maxis Broadband
  • Malaysia Venture Capital
  • Abu Dhabi Islamic Bank
  • Philippine Airlines
  • Schlumberger
  • Deloitte
  • Standard Chartered
  • Emirates NBD
  • Gulf International Bank
  • Brunei Shell Petroleum
  • Saudi Arabian Airlines
  • Agrobank
  • Fujitsu
  • Mannai Trading Co.
  • Ncell
  • Singapore Post
  • Fuji Xerox
  • Mitsubitshi Corp 


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.

Post-event Follow up
Learning doesn’t stop at the close of the window screen! We'll do a post event follow up on a quarterly basis. This is an exclusive, invitation-only access for participants that have attended courses under an instructor in that quarter.


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)