Service Level Agreements (SLAs) - Preparation Guidelines for Effective SLAs
- Speaker:Javier F. Kuong
- Date: 18th January 2019 10:00 AM PST | 01:00 PM EST
- Product Code:GRC-90454
- NASBA CPE: 2.4 CPE Credits
Live Session - How it works
- Username and Password will be sent to you within 24 hours prior to the webinar.
- Presentation handouts in pdf format will be emailed to along with the login instructions or few hours before the meeting starts.
- Login to the session by clicking on “Join the Meeting” in the login instructions and then dial the number to connect to the meeting audio or use your Computer to connect to audio. Please use the name and the email address you used at the time of registration to join the meeting.
- Get answer to your queries through interactive Q&A sessions. The Q and A sessions are at the end of the meeting. The expert will complete his/ her presentation and then the phone lines will be open for the audience to discuss your questions.
- Please let us know your thoughts and views at the end of webinar, your valuable feedback will help us improve our Training programs.
- Certificate of attendance is emailed to you within 6 working days from the date the webinar was completed. If you don’t receive an email within 6 days. Please email our firstname.lastname@example.org
Recorded Session - How it works
- Login Information with Password to view the webinar will be emailed to you within 48 hours from the date the Live webinar was completed. The link to the recording is for a single person use only and it is valid for 6 months or the actual duration the recording was purchased.
- Please click on the link to access the Recording and type in the password provided in the email.
- Presentation and other handouts will be emailed to you in a pdf format.
Training CD - How it works
- Free shipment within 2 working days, from the date the webinar was completed. The presentation and other handouts will be emailed to you in a pdf format if we are unable to attach them in the CD or USB.
(For more information about our products contact +1- 248-233-2049)
If you are unable to attend the meeting Live then you can opt in for the Live Recording instead. Access the Recording of the Training for 6 months. Contact our support for any questions. To prepare an invoice to pay by Check or Wire email us at email@example.com.
This 2-hr webinar on Service Level Agreements (SLAs) will provide you with sound 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.
Information Technology and other Business Support Services are under great pressure to be identified with business value and performance measurement concepts. 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 but also for internal service provisioning of any business service that is vital to supporting the critical business processes required to run a successful enterprise.
In today's performance-oriented business environment service level agreements are not only for physical, utility services, networks and IT infrastructure but any support service that enables the key business processes of an organization.
Experience indicates that organizations that do not take the time to develop and agree upon a sound set of SLAs to facilitate Service Level Management (SLM) are likely to fail and/or have great difficulty in measuring delivery performance by internal or external service providers. 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 will explain how the same principles and practices that have been used for well-established infrastructure services (power, utilities, IT) also apply to any other business support services (finance, HR, Customer support, etc.). The presenter will provide you with sound 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.
The Importance of Service Level Agreements (SLA) - Definition of key terms.
- Service Level Agreements as a Key Element of the Enterprise Service Quality Management (SQM) Process.
- Key Top Management Business Service Objectives - A Basis for Guiding SLA Development
- Foundation for Developing SLAs – Direct relation to Corporate Governance and Risk Management.
- 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).
- Importance of Developing “User-facing SLAs” that Respond to Users' Needs.
- Differences Between User-oriented SLAs and Technically-oriented SLAs and how they Respond to Business Service Objectives.
- Illustration of User-facing SLAs as opposed to Technology or Operations-facing SLAs
- Success Factors to Develop Effective SLAs.
- A Sample List of SLAs for IT and Software Services requirements.
- Action Plan for Developing Effective SLAs.
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
- Any manager of service professional that needs to measure service performance and needs to develop their service SLAs
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 a 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 nomination.