Outsourcing contract managers face a number of significant challenges, including understanding and managing a changing business, ensuring appropriate alignment between business processes and the outsourcing contract, and handling widely varying expectations from the client and outsourcer's organizations. As such, the outsourcing contract manager requires a refined set of business, service-level management, and contract governance skills in order to effectively support the organization's needs. Fundamentally, the Service Level Management (SLM) process provides a methodology for introducing and implementing reasonable expectations for the customers and your service desk or customer support centre. SLM acts as guides for establishing good, sound business relationships. Using comprehensive scenario discussions and real-life case studies facilitated by seasoned instructors, experienced contract managers will learn how to succeed in an environment where critical processes have been outsourced. Numerous examples, tools and analyses provide valuable information on what makes outsourcing contracts successful and help ensure the appropriate alignment between these complicated contracts and client business needs.