The way traditional Service Level Agreements (SLAs) have been developed focused on technical lines, such for IT services and utility services. They were more oriented towards infrastructure to prepare contracts or agreements, especially when focusing on service outsourcing.
Unfortunately, the past SLAs are not “business goals and objectives oriented” and they are not user-oriented. They are prepared from a bottom-up approach as opposed to from a risk-oriented and enterprise needs’ approach. The SLAs tend to be technically oriented which have no meaning to regular end users. This needs to be changed using a risk-based oriented methodology.
The focus has been mainly on utility services (Power generation, Networks and IT services). ALL types of business services, vitally required for a well ran business, are also amenable to service level improvement and ought to be subject to Service Level Agreements (SLAs) and service level management practices.
The reality is that all types of services should be measured in order to better manage them and service level improvement and service level agreements are not just for technical and infrastructure areas any more but they apply to all kind of business services (Accounting, Financial, Ordering, warehousing, Human Resources, etc.), whether they are provided internally or externally (outsourced) to support the critical business processes of any organization, profit or non-profit and private or public.
- Provides practical information on how to apply the Management Advisory Services & Publications’ (MASP) “To-Down, Business-oriented, and Risk-Based Structured Methodology” for the development of effective Service Level Agreement (SLA) packages to enhance service quality and security that is presented to MASP’s clients in in-house and public seminars.
- Shows a structured methodology on how to prepare business-oriented SLAs that respond to the objectives of the business.
- Shows how to prepare an SLA development matrix that documents the process of SLA development starting from specific threats that would present barriers to achieve the service level objectives, to Service Level Objectives (SLOs) and on to articulate highly specific “technical” SLAs intended for technical personnel and “User-facing SLAs” which business users can relate to measure their service quality.
- Provides a sample matrix for the development on one specific SLA which also shows how to document the entire SLA development process.
- Provides practical information that can be used in actual practice at the delegate’s office.
- The audience is encourage to ask questions during the lecture portion of the seminar and during the workshop.
Areas Covered in the Seminar:
- The Importance of Service Level Agreements (SLA) – Definition of key terms.
- Service Level Agreements as a Key Element of the Service Level Management (SLM) Process.
- In what situations can SLAs Be Applied and Useful? Modern view of SLAs for internal and external service provisioning, including all Types of Services.
- Foundation for Developing SLAs – Direct relation to Governance and Risk Management.
- A General Methodology for Developing SLAs.
- Determining Performance Service Level Objectives (SLOs).
- Importance of Developing “User-facing SLAs” that Are Truly Responsive to Users’ Needs.
- Differences Between User-oriented SLAs and Technically-oriented SLAs and how they Help Achieve Alignment with Business Objectives.
- Illustration of User-facing SLAs as opposed to Technology or Operations-facing SLAs
- Success Factors to Develop Effective SLAs.
- A Framework and a List of Elements to Consider in SLA Development for IT and Software Services requirements.
- Action Plan for Developing Effective SLAs.
Who Will Benefit:
- COOs / CXOs Operation Managers
- Board members, especially risk and audit committee chairs and members
- Auditors (External & Internal)
- Risk Officers and Risk Compliance Supervisors
- Service Delivery / Shared Service / Customer Service
- Service Sales Managers from companies that provide
- Outsourcing services
- Service Purchasing / Procurement Authorities and Contract
- Vendor Management / Project Managers
- Compliance Personnel / Risk Managers.
- Heads of market, credit, and operational risk
- Head of Risk Management
- Chief Audit Officers
- Chief Financial Officers
- Technical Support / Customer Support Managers
- Business Process and Outsourcing Managers
- Outsourcing Managers
- CIOs/ CTOs/ IT Managers
- Business Development Managers
- Service Desk Managers
- Any party responsible for delivering services (in-house or
- External) in any industry that needs to develop and formalize
- Service delivery measurement
- Executives of user functions/department who heavily depend
- on internal or external services to operate their activities
- Anyone with a need to improve the quality of services they
- Receive from internal service sources or outsourced services
- Security professionals / Officers
- Quality Improvement professionals
- Line senior executives responsible for company operations performance
- IT and quality assurance professionals
- Legal counsel officers that help develop agreements and service contracts
- Purchasing and Procurement Executives
- Legal Counsel Functions (Internal or External)
- Corporate and Internal Audit Executives, Internal and Information System Auditors
- Executives Dependent on Key Support Infrastructure Services, Such as IT and other business services
- Contingency Planning and Emergency Preparedness Professionals that must specify SLAs
- CIOs, CFOs, and any C-level Executive that Vitally Dependent on or that oversees Business Services
- External Auditors and Consultants in Risk Management and Contingency Planning
- Chief Risk Managers and Chief Security Officers (CSOs) and Professionals
- Individual Responsible for Negotiating Outsourced Services
- Compliance and Regulatory Mandate Officers/Professionals
- Managers of Outsourcing Service Companies that Must Specify or Negotiate Levels of Service With Clients
- Any manager of service professional that needs to measure service performance and needs to develop their service SLAs