Why Should You Attend:
The way traditional service level agreements (SLAs) have been developed focused on technical lines and has been more oriented towards infrastructure to prepare contracts or agreements, especially when focusing on service outsourcing.
Unfortunately, the past SLAs are not “business goals and objectives oriented” and they are not user-oriented. They are prepared from a bottom-up approach as opposed to from a risk-oriented and enterprise needs’ approach. The SLAs tend to be technically oriented which have no meaning to regular end users. This needs to be changed by means of a risk-based oriented methodology.
This webinar will focus on illustrating a risk-based methodology to develop and prepare an effective service level agreement (SLA) package to improve service and security quality.
Areas Covered in the Webinar:
A discussion of two main approaches to designating the service level improvement (SLI) – SLAs oriented to a given function (e.g., IT) and key business process oriented SLA development.
Who Will Benefit:
Javier F. Kuong is the president and principal consultant of Management Advisory Services and Publications (MASP), an organization in the US that for 30 years has been devoted solely to consulting, training, publications, research and development. Prior to MASP, Mr. Kuong was a managing associate at Arthur Young (now Ernst & Young), CIO at Cabot Corporation Worldwide, and corporate planner and economic evaluation analyst and information systems manager at Atlas Chemical Industries (now Astra-Zeneca).
His experience includes a broad array of activities in industrial operations, corporate planning and economic analysis, IT management and IT auditing and internal control, corporate and IT governance and contingency planning as well as business continuity.
Mr. Kuong authored four books on SLAs and SLA related topics based on his experience in developing SLA programmes for clients and previously for his own IT shop as a CIO. He has written or co-authored over 40 books and manuals on corporate and IT governance and compliance; internal control design and assessment; information technology audit and security; systems auditing; internal controls assessment; testing and security; critical process business continuity; network auditing and controls; and guidelines for outsourcing.
He has lectured worldwide in conferences and seminars for major auditing, banking and professional organizations, including the Institute of Internal Auditors (IIA), The Information Systems Audit & Control Association (ISACA), CICA, the Netherlands Institute for Registered Accountants (NIVRA), Bahrain Banking Institute, National Banking Institute of India, Government Accountants Association, IAT and others. He has also led courses for many other international associations and advanced technology training institutes in Australasia, Malaysia, India, North Central and South America, Europe and the Middle East.
Mr. Kuong is the recipient of the John Beveridge Achievement Award of the New England Chapter of the Information Systems and Control Association (ISACA).
Identifying a critical business process that needs service quality improvement:
This approach thinks broadly across interdepartmental lines and views all the "supporting services that make it a high quality process, such as, IT, help desk, maintenance, financial services, procurement, customer support, etc. It does not think in terms of the traditional vertical functional departmental structure, but across all functional units that apply on an enterprise-wide basis to achieve the "business service quality improvement goal."
Our refund policy is governed by individual products and services refund policy mentioned against each of offerings. However in absence of specific refund policy of an offering below refund policy will be effective.
Registrants may cancel up to two working days prior to the course start date and will receive a letter of credit to be used towards a future course up to one year from date of issuance. ComplianceOnline would process/provide refund if the Live Webinar has been cancelled. The attendee could choose between the recorded version of the webinar or refund for any cancelled webinar. Refunds will not be given to participants who do not show up for the webinar. On-Demand Recordings can be requested in exchange. Webinar may be cancelled due to lack of enrolment or unavoidable factors. Registrants will be notified 24hours in advance if a cancellation occurs. Substitutions can happen any time. On-Demand Recording purchases will not be refunded as it is available for immediate streaming. However if you are not able to view the webinar or you have any concern about the content of the webinar please contact us at below email or by call mentioning your feedback for resolution of the matter. We respect feedback/opinions of our customers which enables us to improve our products and services. To contact us please email [email protected] call +1-888-717-2436 (Toll Free).
PAYMENT METHOD: 100% Secure Transaction