preparation-guidelines-effective-slas virtual, sheridan

OVERVIEW
Service Level Agreements (SLAs) have become an important aspect of every company today. This is so primarily from the fact that most companies use some form of the service provider in the course of their day-to-day operations. In order for this to happen, an agreement typically an SLA is created that describes the type of service that will be provided by the provider to the client/customer. More specifically, an SLA is a contract that formally defines the service being performed by the provider in addition to detailing various aspects like roles, responsibilities, quality, scope, payment terms, and processes.

WHY SHOULD YOU ATTEND?
Companies today use service providers for a multitude of services ranging from communications (telephone and Internet connections), outsourcing software applications, and outsourcing data storage to processing business transactions. With so many viable options available to streamline operations by utilizing a service provider, we will assess the importance of the SLA and the specifics of establishing a sound and executable SLA.

AREAS COVERED
Define the purpose of the service to be delivered.
Discuss the types of SLAs.
Develop a sound foundation for the SLA process.
Assess the essential components of an SLA such as Governance and Risk Management.
Discuss the importance of the legal (general council) role in the SLA process.
Identify performance metrics for monitoring purposes.
Establish success factors within the SLA.
Build an action plan to assist in developing effective SLAs

WHO WILL BENEFIT?
Executive Management
IT Managers
Purchasing and Procurement Managers
Supply Chain Managers
Accounting Managers
Business Unit Managers
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

About speaker
Ms. Bosche is a graduate from Columbus State University, Columbus Georgia earning a Master’s Degree in Business Administration and a Bachelor’s degree in Accounting. Barbara has over 15 years of professional expertise in auditing, information technology audit, fraud investigations and accounting with numerous companies in the following industry sectors: financial services, healthcare, retail and manufacturing. Ms. Bosche holds three professional designations: Certified Internal Auditor (CIA), Certified Information Systems Auditor (CISA) and Certified Fraud Examiner (CFE).