A Risk-Based Methodology to Develop and Prepare an Effective Service Level Agreement (SLA) Package to Improve Service and Security Quality 2015

Key Topics

• 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

Who should Attend

• 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