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Establishing a Service Level Agreement (SLA) Process

Instructor: Chris Doxey
Product ID: 702511
  • Duration: 60 Min

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Read Frequently Asked Questions

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.

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:

  • The processes to be included and the products and services.
  • A list of the processes which are out of scope.
  • Conditions of service availability.
  • Service standards – times for delivery of services.
  • A R-A-C-I matrix.
  • Cost versus service trade-offs.
  • Clear escalation procedures and timelines.
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:

  • Risk and reward sharing
  • Flexibility
  • Mutual benefits
  • The SLA development process
  • Identifying key indicators focused on the service recipient’s business needs and objectives
  • Defining service level objectives
  • Setting target metrics with clearly defined data elements
  • Establishing accountability for the achievement of the service level objectives webinar will provide you with a comprehensive roadmap for implementing the SLA process

Who Will Benefit:

  • Financial Officers
  • Controllers
  • Procurement Professionals
  • Shared Service Center Executives
  • Risk Officers
  • Internal Auditors

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:

  • Responsible – This refers to the role that works to achieve/complete the task or deliverable
  • Accountable – The authority figure who delegates the tasks to those responsible and has final approval and sign off on the tasks to signal their completion.
  • Consulted – These are usually the outside subject matter experts whose expertise is sought in achieving completion of various tasks in a project
  • Informed – They are regularly updated on the completion of various tasks or deliverables in the project

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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