Establishing a Service Level Agreement (SLA) Process
About This Event
An SLA - which can be a legally binding formal or informal contract between two parties, must comply with operating norms, which describe how the process is governed, managed, and controlled. In this webinar we will provide you with critical information on SLA process.
Why Should You Attend:
The SLAs are an effective means to quantify the services to be delivered to users and to continuously improve those services. Further, the quality of the SLA is one of the pillars of a healthy long term outsourcing relationship. Developing SLAs involves the definition of service level requirements and related metrics. The SLA contents should be jointly developed and agree upon by the ITO service provider and the service recipient.
In this 60 minutes webinar, the speaker will provide you with critical information about the entire SLA procedure and information on the Shared Service and Outsourcing Network (SSON) recommendations of certain SLA norms which are:
- The processes to be included and the products and services.
- A list of the processes which are out of scope.
Conditions of service availability.
- Service standards – times for delivery of services.
A R-A-C-I matrix.
- Cost versus service trade-offs.
- Clear escalation procedures and timelines.
At the end of this session, the speaker will handle your specific questions and address any challenges you have/had in SLA process.
Event Details:
Date: December 06, 2012
Time: 10:00 AM-11:00 AM PDT
Cost: $149 per attendee per computer terminal
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