Service Level Agreements (SLAs) - Preparation Guidelines for Effective SLAs - Webinar By ComplianceOnline 2012

  • 04 Jun 2012
  • Webinar

Description

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

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Event Categories

Business: Quality assurance
Government & Global Issues: Law & Regulations

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