A service-level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the actual service provider. This can be a legally binding formal or informal contract. An SLA should contain operating norms, which describe how the process is governed, managed, and controlled. An SLA should also include a set of operating metrics that are reported on a monthly basis.
Why Should You Attend:
This webinar will provide attendees with a comprehensive roadmap for implementing the SLA process. Developing SLAs involves the definition of service level requirements and related metrics. The SLA contents should be jointly developed and agreed upon by the service provider and the service recipient. This training program will focus on the key actions needed to develop an SLA process which will be manageable and support successful long term relationship. Participants will learn about the impacts of an external and internal SLA process. They will also learn about the differences between an SLA process and a supplier management process (SMP).Areas Covered in the Webinar:
- Definition of the SLA Process
- When Should I Use an SLA Process
- Establishing Valuable and Meaningful SLA Metrics
SLA Examples
- Ten Tips for Implementing and Managing Your SLA Process
- The Bigger Picture: Considering a Supplier Management Process (SMP)
- Taking Action: Establishing the Service Level Reporting (SLR) Process
- Questions and Discussion
Who Will Benefit:
- Financial Officers
- Controllers
- Procurement Professionals
- Shared Service Center Executives
- Risk Officers
- Internal Auditors
Course Provider
Chris Doxey,
