| Date | Venue | Duration | |
|---|---|---|---|
| 16 - 18 November 2026 | Sandton, Gauteng | 3 Days | |
| 11 - 12 January 2027 | Sandton, Gauteng | 2 Days | |
| 24 - 26 February 2027 | Sandton, Gauteng | 3 Days | |
| 12 - 13 April 2027 | Sandton, Gauteng | 2 Days | |
| 31 May - 02 June 2027 | Sandton, Gauteng | 3 Days |
Please note: This is not a final registration, one of our team members will contact you shortly to finalise your registration.
A Service Level Agreement (SLA) is a formal contract between a service provider and its client, defining the services to be delivered and setting quality standards. SLAs are essential for managing expectations, defining responsibilities, and providing a mechanism for dispute resolution. They also help clients compare service standards and address service issues effectively.
This course provides a comprehensive understanding of SLAs, including different types, their applications, and best practices — grounded in recognised frameworks including ISO 37500 (guidance on outsourcing) and ITIL 4’s service level management practice. Participants will gain insights into SLA classifications — customer, internal, and multi-level — and learn how these agreements can enhance service quality across varying contexts, including how AI is changing performance monitoring.
This course is available in two formats, so you can choose the depth that fits your time and needs:
Outsourcing and SLA foundations, advanced concepts, drafting, management, scorecards, and a hands-on workshop.
The full curriculum across seven modules in complete depth.
Both formats are delivered face-to-face, virtually, or in-house, and share the same practical, hands-on instructional approach.
Our diverse instructional approaches ensure effective learning:
– Lectures & Presentations: Engage with expert-driven, stimulating content.
– Course Material: Access well-crafted supporting resources.
– Group Work: Collaborate on discussions and case studies for practical insights.
– Workshops & Role-Play: Participate in immersive, scenario-based activities.
– Practical Application: Focus on applying theoretical knowledge in real situations.
– Post-Training Support: Receive extensive support after training for skill implementation.
Discover how our courses enhance professionals’ effectiveness in their workplaces.
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Master effective Service Level Agreement (SLA) management skills to define service expectations, monitor performance, manage supplier relationships, resolve issues, and ensure consistent service delivery.
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