Why Should You Attend:
The way traditional service level agreements (SLAs) have been developed focused on technical lines and has been more oriented towards infrastructure to prepare contracts or agreements, especially when focusing on service outsourcing.
Unfortunately, the past SLAs are not “business goals and objectives oriented” and they are not user-oriented. They are prepared from a bottom-up approach as opposed to from a risk-oriented and enterprise needs’ approach. The SLAs tend to be technically oriented which have no meaning to regular end users. This needs to be changed by means of a risk-based oriented methodology.
This webinar will focus on illustrating a risk-based methodology to develop and prepare an effective service level agreement (SLA) package to improve service and security quality.
Areas Covered in the Webinar:
A discussion of two main approaches to designating the service level improvement (SLI) – SLAs oriented to a given function (e.g., IT) and key business process oriented SLA development.
Who Will Benefit:
Javier F. Kuong is the president and principal consultant of Management Advisory Services and Publications (MASP), an organization in the US that for 30 years has been devoted solely to consulting, training, publications, research and development. Prior to MASP, Mr. Kuong was a managing associate at Arthur Young (now Ernst & Young), CIO at Cabot Corporation Worldwide, and corporate planner and economic evaluation analyst and information systems manager at Atlas Chemical Industries (now Astra-Zeneca).
His experience includes a broad array of activities in industrial operations, corporate planning and economic analysis, IT management and IT auditing and internal control, corporate and IT governance and contingency planning as well as business continuity.
Mr. Kuong authored four books on SLAs and SLA related topics based on his experience in developing SLA programmes for clients and previously for his own IT shop as a CIO. He has written or co-authored over 40 books and manuals on corporate and IT governance and compliance; internal control design and assessment; information technology audit and security; systems auditing; internal controls assessment; testing and security; critical process business continuity; network auditing and controls; and guidelines for outsourcing.
He has lectured worldwide in conferences and seminars for major auditing, banking and professional organizations, including the Institute of Internal Auditors (IIA), The Information Systems Audit & Control Association (ISACA), CICA, the Netherlands Institute for Registered Accountants (NIVRA), Bahrain Banking Institute, National Banking Institute of India, Government Accountants Association, IAT and others. He has also led courses for many other international associations and advanced technology training institutes in Australasia, Malaysia, India, North Central and South America, Europe and the Middle East.
Mr. Kuong is the recipient of the John Beveridge Achievement Award of the New England Chapter of the Information Systems and Control Association (ISACA).
Identifying a critical business process that needs service quality improvement:
This approach thinks broadly across interdepartmental lines and views all the "supporting services that make it a high quality process, such as, IT, help desk, maintenance, financial services, procurement, customer support, etc. It does not think in terms of the traditional vertical functional departmental structure, but across all functional units that apply on an enterprise-wide basis to achieve the "business service quality improvement goal."
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