Preparation Guidelines for Service Level Agreements

Why Should You Attend:

Service Level Agreements (SLAs) have become a mainstay for businesses today and therefore need to be precisely crafted. In this session, Preparation Guidelines for Service Level Agreements, you will be given insight to sound principles and guidelines for formulating Service Level Agreements for either internal service functions or external (outside) service providers.

In years past, SLAs were developed to outline service expectations for processes within technical areas such as IT and utility services with external (outside) service providers. For the most part, SLAs have been effective in accomplishing their objectives; however, in today’s technological environment, SLAs should be designed precisely to address the overall service expectation that is to be met.

Areas Covered in the Webinar:

• Define the purpose of the service to be delivered.
• Discuss the types of SLAs.
• Develop a sound foundation for SLA process.
• Assess the essential components of an SLA such as Governance and Risk Management.
• Discuss the importance of 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
• Executives Dependent on Key Support Infrastructure Services, Such as IT and other business services
• Contingency Planning and Emergency Preparedness Professionals that must specify SLAs
• CIOs, CFOs, and any C-level Executive that Vitally Dependent on or that oversees Business Services
• External Auditors and Consultants in Risk Management and Contingency Planning
• Chief Risk Managers and Chief Security Officers (CSOs) and Professionals
• Individual Responsible for Negotiating Outsourced Services
• Compliance and Regulatory Mandate Officers/Professionals
• Managers of Outsourcing Service Companies that Must Specify or Negotiate Levels of Service With Clients
• Any manager of service professional that needs to measure service performance and needs to develop their service SLAs

Barbara Gai
Senior Internal Audit Consultant, Louisiana Workers' Compensation Corporation

Barbara Gai is employed with Louisiana Workers' Compensation Corporation (LWCC) headquartered in Baton Rouge, Louisiana as a Senior Internal Audit Consultant and has many years of experience in auditing, information technology audit, fraud investigations and accounting with companies in the financial services and healthcare industries. Ms. Gai holds three professional designations: Certified Internal Auditor (CIA), Certified Information Systems Auditor (CISA) and Certified Fraud Examiner (CFE). She serves as an Officer for the Baton Rouge Chapter of Association of Certified Fraud Examiners and previously served as an Officer for the Baton Rouge Chapter of the Institute of Internal Auditors.

Ms. Gai possesses a Master’s Degree in Business Administration from Columbus State University, Columbus, Georgia and a Bachelor’s degree in Accounting from Loyola University, New Orleans, Louisiana.

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