Service Level Agreements (SLAs) - Preparation Guidelines for Effective SLAs 2016

Key Topics

• Service Level Agreements as a Key Element of the Service Level Management (SLM) Process
• The Importance of Service Level Agreements (SLA) - Definition of key terms
• Foundation for Developing SLAs – Direct relation to Governance and Risk Management
• In what situations Can SLAs Be Applied and Useful? Modern view of SLAs for internal and external service provisioning, Including all Types of Services
• Determining Performance Service Level Objectives (SLOs)
• A General Methodology for Developing SLAs
• Differences Between User-oriented SLAs and Technically-oriented SLAs and how they Help Achieve Alignment with Business Objectives
• Importance of Developing "User-facing SLAs" that Are Truly Responsive to Users` Needs
• Success Factors to Develop Effective SLAs
• Illustration of User-facing SLAs as opposed to Technology or Operations-facing SLAs
• Action Plan for Developing Effective SLAs
• A Framework and a List of Elements to Consider in SLA Development for IT and Software Services requirements

Who should Attend

• IT and quality assurance professionals
• Line senior executives responsible for company operations performance
• Purchasing and Procurement Executives
• Legal counsel officers that help develop agreements and service contracts
• Corporate and Internal Audit Executives, Internal and Information System Auditors
• Legal Counsel Functions (Internal or External)
• Contingency Planning and Emergency Preparedness Professionals that must specify SLAs
• Executives Dependent on Key Support Infrastructure Services, Such as IT and other business services
• External Auditors and Consultants in Risk Management and Contingency Planning
• CIOs, CFOs, and any C-level Executive that Vitally Dependent on or that oversees Business Services
• Individual Responsible for Negotiating Outsourced Services
• Chief Risk Managers and Chief Security Officers (CSOs) and Professionals
• Managers of Outsourcing Service Companies that Must Specify or Negotiate Levels of Service With Clients
• Compliance and Regulatory Mandate Officers/Professionals
• Any manager of service professional that needs to measure service performance and needs to develop their service SLAs