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Establishing a Service Level Agreement (SLA) Process

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An SLA - which can be a legally binding formal or informal contract between two parties, must comply with operating norms, which describe how the process is governed, managed, and controlled. In this webinar we will provide you with critical information on SLA process.

Instructor: Chris Doxey
Product ID: 702511

Why Should You Attend:

The SLAs are an effective means to quantify the services to be delivered to users and to continuously improve those services. Further, the quality of the SLA is one of the pillars of a healthy long term outsourcing relationship. Developing SLAs involves the definition of service level requirements and related metrics. The SLA contents should be jointly developed and agree upon by the ITO service provider and the service recipient.

In this 60 minutes webinar, the speaker will provide you with critical information about the entire SLA procedure and information on the Shared Service and Outsourcing Network (SSON) recommendations of certain SLA norms which are:

At the end of this session, the speaker will handle your specific questions and address any challenges you have/had in SLA process.

Learning Objectives:

Being a part of the webinar, you will learn key factors to develop an SLA which is manageable and support successful long term outsourcing relationship:

Who Will Benefit:

Instructor Profile:

Chris Doxey, has held Sr. Finance and Controller positions at Digital Equipment Corporation, Compaq Computer Corporation, Hewlett Packard, MCI, APEX Analytix, and BSI Healthcare. She has a bachelor's degree in English, a bachelor's in accounting, a master's in business administration, and a graduate certificate in project management.

Chris is a Certified Accounts Payable Professional (CAPP), holds a Certification in Controls Self Assessment (CSA), and is a Certified Internal Controls Auditor (CICA). She had recently joined the Advisory Board of the Institute of Internal Controls (TheIIC), she chairs the Chapter Advisory Board for the Institute of Financial Operations, and she is president of the Washington DC area chapter of the Institute of Financial Operations.
Chris is currently developing a certification program for controllers for the IOFM. She is also compiling a controller’s best practices report and toolkit. Chris has written numerous articles and published two handbooks: AP Leadership Skills and Implementing a Controls Self Assessment Program for Accounts Payable. Chris presents at several conferences and provides a multitude of webinars each year.

Topic Background:

Service Level Agreement (SLA) Levels

SLAs can be classified according to the following levels:

Customer-based SLA – These types of SLAs are agreements made with either a particular customer or an individual unit or group of the customer and covers all the services that customer or the unit uses.

Service-based SLA – These types of SLAs are agreements common to all customers using the services provided by a particular company.

Mutli-level SLAs – These Service Level Agreements are differentiated into multiple levels as the SLA covers different customers using the same service from the service provider. Each level addresses the concerns of a particular customer using the service.

Corporate-level SLAs – These Service Level Agreements are broader and more inclusive and are therefore more generic in nature, covering the issues that might be faced by all customers within an organization when using a service from a service provider.

Customer-level SLAs – These SLAs include every service level management issue relating to a specific customer group. These issues need not pertain to a particular service.

Service-level SLAs – These SLAs address all service level management issues relating to a specific service for a particular customer group.

RACI Matrix

The RACI Matrix is an alternate terminology for the Responsibility Assignment Matrix (RAM). RACI as an acronym is based on the four responsibilities used in completing tasks or deliverables in project and can be expanded to the following:

The matrix itself, as a chart has a left vertical column listing the various tasks. The roles are on the horizontal axis or row at the top.

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Refund Policy
Registrants may cancel up to two working days prior to the course start date and will receive a letter of credit to be used towards a future course up to one year from date of issuance.
ComplianceOnline would process/provide refund if the Live Webinar has been cancelled. The attendee could choose between the recorded version of the webinar or refund for any cancelled webinar. Refunds will not be given to participants who do not show up for the webinar. On-Demand Recordings can be requested in exchange.

Webinar may be cancelled due to lack of enrolment or unavoidable factors. Registrants will be notified 24hours in advance if a cancellation occurs. Substitutions can happen any time.

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