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.
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.
The objective of this webinar is to understand the principles and guidelines for developing and preparing effective Service Level Agreements (SLAs). With an effective SLA, accountability will be established for the achievement of the service level objective with a comprehensive roadmap for implementing the SLA process.
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).