A Risk-Based Methodology to Develop and Prepare an Effective Service Level Agreement (SLA) Package to Improve Service and Security Quality 2015 is a webinar that covers topics such as:
- Service level management and service level agreements are a subset of corporate and enterprise governance – Service level management is a strategic component of running a well-governed business which involves the measurement of service quality level (SQL)
- Background on service level management (SLM) and service level agreements (SLAs) – Definition and explanation of terms used in SLM and SLAs
- A structured approach to SLA development and documentation based on a top-down, risk-based approach
- Traditional approaches to prepare SLAs and their deficiencies
- Illustration of an SLA development matrix from real-world experience
- How to prepare a matrix or spreadsheet of the major key elements that need to be considered in the development of SLAs
- Description of each of the key elements of the SLA development matrix
A Risk-Based Methodology to Develop and Prepare an Effective Service Level Agreement (SLA) Package to Improve Service and Security Quality 2015 is intended for:
- COOs /Operation Managers
- CIOs/ CTOs/ IT Managers
- Service Purchasing / Procurement Authorities and Contract Managers
- Service Delivery / Shared Service / Customer Service Managers
- Technical Support / Customer Support Managers
- Vendor Management / Project Managers
- Business Development Managers
- Business Process and Outsourcing Managers
- Security Professionals
- Service Desk Managers
- Company / Business Owners
- Quality Improvement Professionals
- Service sales managers from companies that provide outsourcing services
- Audit and Compliance Personnel / Risk Managers
- Executives of user functions/department who heavily depend on internal or external services to operate their activities
- Any party responsible for delivering services (in-house or external) in any industry that needs to develop and formalize service delivery measurement
- Anyone with a need to improve the quality of services they receive from internal service sources or outsourced services
