Service Level Agreements (SLAs) - Preparation Guidelines for Effective SLAs

This Service Level Agreements training provides you with sound principles and a set of guidelines for developing and preparing ‘effective’ Service Level Agreements (SLAs) for internal or an outside service agreements (SLs).

Description

Why Should You Attend:
Any service provided, either internal or outsourced, requires a set of criteria for reaching agreement on and measuring the performance of the services rendered. This need has been further enhanced with the advent of outsourcing of services and business processes. The use of SLAs is not only for just IT outsourced services anymore.

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 SLAs to ensure outsourced services are properly governed.

This webinar provides you with 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.

Areas Covered in the Seminar:

• The Importance of Service Level Agreements (SLA) and Definition of key terms.
• In what situations Can SLAs be Applied and Useful?
• Modern view of SLAs for internal and external service provisioning.
  • Foundation for Developing SLAs – Direct relation to Governance and Risk Management.
  • A General Methodology for Developing SLAs.
  • Determining Performance Service Level Objectives (SLOs).
  • Key areas to Consider in SLA Development.
  • A Framework and a List of Elements to Consider in SLA Development for IT and Software Services
  • Differences between User-oriented SLAs and Technically-oriented SLAs
  • Importance of developing “User-facing SLAs” to be truly responsive to user requirements.
  • Action Plan for Developing Effective SLAs
• Strategies to consider in upgrading your contingency and business continuity plans.
• The importance of planning at the aggregate company-wide level.
• How to Integrate of risk management, security and contingency planning issues for effective solutions.

Who Will Benefit:

• Line senior executives responsible for company operations performance
• IT and quality assurance professionals
• Legal counsel officers that help develop agreements and service contracts
• Purchasing and Procurement Executives
• Legal Counsel Functions (Internal or External)
• 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 must specify SLAs
• CIOs, CFOs, and any C-level Executive that Vitally Dependent on or that oversees Business Services
• 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

Instructor Profile
Jay Kuong has over 25 years of management, consulting lecturing and development experience in the Corporate Governance, IT Compliance, Internal Controls, Risk Management, IT Auditing and Business Continuity fields as an executive, international consultant, lecturer and author of over 40 books and manuals on these topics.

He has held positions as a CIO and Systems manager for industrial companies and as senior consulting manager for a major CPA firm. He is the founder of Management Advisory Services & Publications (MASP) that specializes in governance, compliance, auditing and internal control. He has authored six books on Contingency planning and business continuity including a manual on the processoriented approach to business continuity. He is the also the editor of Contingency Planning & Recovery Journal published since 1987 and lectures internationally on his fields of expertise.