Face-to-Face5 DAYS2026-10-10
ISO 37301 Lead Implementer
Design and implement an ISO 37301 compliance management system from obligations to assurance.
Learn to design, negotiate, measure, and manage SLAs that clarify expectations, protect service quality, and improve performance commitments.
Service Level Agreement — SLA Masterclass
The Service Level Agreement — SLA Masterclass helps participants understand how to structure service expectations between service providers and service recipients. The course focuses on designing practical SLAs that define scope, responsibilities, service levels, performance measures, escalation mechanisms, reporting requirements, and improvement commitments. Participants will learn how to avoid vague service expectations and replace them with clear, measurable, and manageable agreements that support accountability and customer satisfaction.
What You Will Learn
By completing this course, you will be able to:
- Understand the purpose and value of SLAs in service management.
- Differentiate between SLAs, OLAs, contracts, KPIs, and service charters.
- Define service scope, service levels, roles, and responsibilities.
- Design measurable service commitments and performance indicators.
- Establish escalation, reporting, and review mechanisms.
- Link SLAs to customer expectations, operational capacity, and service risks.
- Negotiate realistic and balanced service commitments.
- Monitor SLA performance and identify improvement actions.
- Avoid common SLA design mistakes.
- Draft a practical SLA structure ready for organizational use.
Program Modules
Understand the role of SLAs in managing expectations and service performance.
Learn the core elements of a professional SLA.
Design clear and measurable service indicators.
Learn how to manage SLAs after approval.
Upcoming Batches
Book your seat
BatchModeFeesBook your seat
Feb 05, 2026 – Feb 02, 2026
1 days
Morning, 9:00 AM – 2:00 PM
In-personRiyadhArabic and English
Final price: SAR 200,000Including VAT
May 19, 2026 – May 21, 2026
3 days
Morning, 9:00 AM – 2:00 PM
VirtualEnglish
Final price: SAR 4,500Including VAT
Note: Seats are limited to ensure high-quality interaction, practical exercises, and individual feedback.
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