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

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

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

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