Experience indicates that organizations that do not take the time to develop and agree upon a sound set of SLAs to facilitate Service Level Management (SLM) are likely to fail and/or have great difficulty in measuring delivery performance by internal or external service providers. For organizations that outsource critical services, such as IT, the new laws and regulations implicitly demand that outside and outsourced services meet compliance requirements just as much as any internally company run services. Regulatory compliance has added impetus to the need to have sound SLAs to ensure outsourced services are properly governed.
This webinar will explain how the same principles and practices that have been used for well established infrastructure services (power, utilities, IT) also apply to any other business support services (finance, HR, Customer support, etc.). The presenter will provide you with sound principles and a set of guidelines for developing and preparing ‘effective’ Service Level Agreements (SLAs) for an internal service function or an outside service provider.
Javier F. Kuong, is the President and Principal Consultant of Management Advisory Services & Publications (MASP), an organization that for over 30 years has been devoted solely to consulting, training, publications, research and development in Enterprise and IT Governance, Compliance, Auditing, Risk Management, Security, and Business Continuity Planning on a global basis. His previous experience includes positions as CIO/IT Director, Senior Manager for an major four CPA firm, Consulting and Management training in the areas of his expertise. He is the author of 40 books and treatises, including 3 books on Sarbanes-Oxley compliance, GRC, IT Governance, and Internal Controls for SMBs (Small and Medium size businesses). He is also the editor of COM-SAC, Computer Security, Auditing & Control and CPR-J Contingency Planning & Recovery Journal. He has lectured in all regions of the world in Conferences, seminars and for many independent Professional Training Institutes and Professional Associations. He is the recipient of the New England ISACA Chapter.