Course Description:

For organizations that outsource critical services, such as IT, the new laws and regulations implicitly demand that outside and outsourced services meet compliance requirements just as much as any internally company run services. Regulatory compliance has added impetus to the need to have sound Service Level Agreements (SLAs) to ensure outsourced services are properly governed.

This seminar will explain principles and practices that equally apply to well established infrastructure services (power, utilities, IT) as well as to any other business support services (e.g., finance, HR, Customer support, helpdesk, etc.). The presenter will focus on sound principles and a set of guidelines for developing and preparing ‘effective’ Service Level Agreements for an internal service function or an outside service provider.

During the interactive workshop, the presenter will share with you a unique top-down, risk-based approach and a structured methodology for developing effective SLAs that will help improve business performance and service level quality. The top-down methodology enables organizations to align their service level objectives with the strategic enterprise’s goals and objectives. It also shows how to develop SLAs that are user-facing as opposed to mainly technically-oriented SLAs which are meaningless to service consumers. The top-down, panoramic view of service level management enables managers to focus on the service level agreements that can impact service quality and ROI and make the best utilization of limited resources.

Learning Objectives:

The aim of this course is to provide participants

  • An Overall, Panoramic, Top-Down, Business Objectives Oriented and Risk-based Approach to service level management
  • Guidelines to develop effective and practical Service Level Agreements (SLAs)
  • A facilitated workshop session to participants to apply the principles and the methodology presented during the morning sessions under instructor guidance.
  • Practical tips for improving performance measurement through sound SLAs
  • An enhanced ability to ensure compliance to rules and regulations

Who will Benefit:

This course will benefit the following executives, managers and professionals:

  • Line senior executives responsible for company operations performance
  • IT and quality assurance professionals
  • Company legal counsel officers that help develop agreements and service contracts
  • Purchasing and Procurement Executives
  • External Legal Counsel Advisors
  • Corporate and Internal Audit Executives, Internal and Information System Auditors
  • Executives dependent on key support infrastructure services, such as IT and other business services
  • Contingency Planning and Emergency Preparedness Professionals that specify SLAs
  • CIOs, CFOs, and any C-level Executive
  • External auditors and consultants in risk management and contingency planning
  • Chief Risk Managers and Chief Security Officers (CSOs) and professionals
  • Individual responsible for negotiating outsourced services
  • Compliance and regulatory mandate officers/professionals
  • Managers of outsourcing service companies that must specify or negotiate levels of service with clients
  • Any manager or service professional that needs to measure service performance and needs to develop SLAs for their service area.

Course Approach:

This course uses a combination of lecture and active discussion by participants plus a facilitated workshop that is based on participants selecting an area of immediate interests in their organization. The course handouts include details of the methodology, a plan of action for successful SLA development and a List of 45 classes of SLAs that could be considered for an SLA package, including such categories as availability, exit strategies to recover patrimonial knowledge in case of an outsource provider going out of business and the opportunity to work on a workshop to simulate the development of an SLA.


This course provides you, through lecture and workshop, the principles and a set of guidelines for developing and preparing “effective” Service Level Agreements (SLAs) for an internal service function or an outside service provider. It covers the following topics:

  • The Importance of Service Level Agreements (SLA) – Definition of key terms.
  • Service Level Agreements as a Key Element of the Service Level Management (SLM) Process.
  • In what situations Can SLAs Be Applied and Useful? Modern view of SLAs for internal and external service provisioning, Including all Types of Services.
  • A general, risk-based Methodology for Developing SLAs.
  • Determining Performance Service Level Objectives (SLOs).
  • Developing “User-facing SLAs” that are truly responsive to users' needs.
  • Differences Between User-oriented SLAs and Technically-oriented SLAs and how user-oriented SLAs help achieve alignment with business objectives.
  • Success Factors to Develop Effective SLAs.
  • A framework and a list of classes of SLAs to consider in SLA development for IT, software and other services.
  • Suggested action steps to develop an effective SLA program.
  • A hands-on workshop by participants to apply the principles and methodology to a service area of direct interest to participants which can subsequently refined back in their office. Accordingly, participants are strongly encouraged to bring a service area of interest to their organization to use during the workshop.

Meet Your Instructor

Javier F. Kuong
Principal, Management Advisory Services & Publications – (MASP)

Javier F. Kuong, is the President and Principal Consultant of Management Advisory Services & Publications (MASP), an organization that for over 30 years has been devoted solely to consulting, training, publications, research and development in Enterprise and IT Governance, Compliance, Auditing, Risk Management, Security, and Business Continuity Planning on a global basis. His previous experience includes positions as CIO/IT Director, Senior Manager for an major four CPA firm, Consulting and Management training in the areas of his expertise. He is the author of 40 books and treatises, including 3 books on Sarbanes-Oxley compliance, GRC, IT Governance, and Internal Controls for SMBs (Small and Medium size businesses). He is also the editor of COM-SAC, Computer Security, Auditing & Control and CPR-J Contingency Planning & Recovery Journal. He has lectured in all regions of the world in Conferences, seminars and for many independent Professional Training Institutes and Professional Associations. He is the recipient of the New England ISACA Chapter.

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