How long is the Service Level Agreements and Standards course?

The course runs approximately 30 hours across 8 modules and 16 lessons, completed online at your own pace.

How much does Service Level Agreements and Standards cost?

The training fee is KES 15,000, with M-Pesa, card and Paystack payment options and lifetime access.

Is Service Level Agreements and Standards certified?

Yes. On passing the final assessment you receive a GLI-branded certificate with QR verification. CCS is NITA-accredited.

Service Level Agreements and Standards | CCS Online Learning

Name: Service Level Agreements and Standards
Price: 15000 KES

Master service level agreements and standards through a hands-on, application-focused programme designed for working professionals across Kenya and the wider region.

What You Will Learn

✓Develop the core principles and frameworks of service level agreements and standards
✓Evaluate practical tools to real workplace challenges
✓Lead and improve current practices in their organisation
✓Optimise and implement effective approaches with measurable outcomes
✓Develop customer service practice with organisational strategy
✓Implement risk, compliance and governance considerations

Modules

Lessons

30 hours

Duration

🎍 Certificate & NITA Accreditation

On passing the final exam (50 MCQs, 70% pass mark, unlimited retakes) you receive a GLI-branded PDF certificate with QR verification. CCS is NITA-accredited — eligible employers can claim NITA levy reimbursement for this course.

Course Curriculum

8 modules · 16 lessons · Interactive quizzes · Study notes · Practical exercises · Final exam

Module 1: Foundations and Key Concepts

2 lessons · 102 min · 4 hours

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▶

Understanding the Fundamentals

58 min

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Key Concepts and Terminology

44 min

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📝 Study Notes

KEY TAKEAWAYS — Foundations and Key Concepts • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Foundations and Key Concepts". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 2: Strategic Context and Environment

2 lessons · 83 min · 3 hours

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Reading the Operating Environment

40 min

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Aligning with Organisational Strategy

43 min

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📝 Study Notes

KEY TAKEAWAYS — Strategic Context and Environment • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Strategic Context and Environment". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 3: Core Frameworks and Tools

2 lessons · 107 min · 3 hours

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▶

Essential Frameworks and Models

48 min

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Practical Tools and Techniques

59 min

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📝 Study Notes

KEY TAKEAWAYS — Core Frameworks and Tools • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Core Frameworks and Tools". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 4: Planning and Design

2 lessons · 114 min · 4 hours

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Planning for Success

60 min

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Designing the Approach

54 min

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📝 Study Notes

KEY TAKEAWAYS — Planning and Design • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Planning and Design". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 5: Implementation and Execution

2 lessons · 115 min · 4 hours

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▶

Executing Effectively

63 min

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▶

Managing Delivery and Stakeholders

52 min

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📝 Study Notes

KEY TAKEAWAYS — Implementation and Execution • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Implementation and Execution". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 6: Measurement and Performance

2 lessons · 105 min · 4 hours

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▶

Metrics, KPIs and Dashboards

55 min

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▶

Continuous Improvement

50 min

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📝 Study Notes

KEY TAKEAWAYS — Measurement and Performance • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Measurement and Performance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 7: Risk, Governance and Compliance

2 lessons · 102 min · 4 hours

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▶

Managing Risk and Compliance

43 min

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▶

Governance and Accountability

59 min

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📝 Study Notes

KEY TAKEAWAYS — Risk, Governance and Compliance • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Risk, Governance and Compliance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 8: Leadership, Culture and Sustainability

2 lessons · 89 min · 4 hours

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▶

Leading People and Culture

41 min

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Sustaining Results Long-Term

48 min

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📝 Study Notes

KEY TAKEAWAYS — Leadership, Culture and Sustainability • Service Level Agreements and Standards requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Leadership, Culture and Sustainability". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Who Should Attend

▸Managers and supervisors responsible for customer service
▸Professionals seeking to advance their careers in customer service
▸Team leaders and officers in the public and private sectors
▸Anyone transitioning into a customer service role
▸Consultants, advisors and practitioners in the field

No prior qualification is required. This course is delivered 100% online and is suitable for professionals across Kenya and the wider African region.

Learning Outcomes

By the end of this course, participants will be able to:

✓Develop the core principles and frameworks of service level agreements and standards
✓Evaluate practical tools to real workplace challenges
✓Lead and improve current practices in their organisation
✓Optimise and implement effective approaches with measurable outcomes
✓Develop customer service practice with organisational strategy
✓Implement risk, compliance and governance considerations

Quick Details

Duration30 hours

Modules8 modules

Lessons16 lessons

LevelProfessional

PriceKES 15,000

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Service Level Agreements and Standards

What You Will Learn

Course Curriculum

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