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Preparing Effective Service Level Agreements (SLAs)

Learn how to draft service level agreements that benefit all parties to a transaction.

Business teams and their attorneys often face uphill challenges with establishing, reviewing, negotiating, implementing, and monitoring service level agreements effectively. There is often little upfront attention to the business objectives that should set the basis for service level requirements at the outset of a relationship and, too often, customers in technology and outsourcing relationships rely on a provider's standard or proposed service levels, rather than defining the business needs at the outset of the relationship and establishing service levels to meet those needs. This topic will help the teams responsible for establishing and managing commercial relationships with approaching the upfront requirements analysis that leads to effective service levels and will provide strategies for these teams to implement ongoing management and monitoring of service levels and commercial relationships. The material will provide clarity and guidance on what relationships merit service level agreements, when to scale service levels based on the type of services, and how to effectively identify, draft, negotiate, implement, and monitor service level agreements. As commercial relationships trend towards cloud technology and outsourced services, service level agreements of all types have become a core competency for general counsel and business teams. This material will provide these teams with a depth of understanding and practical tools to use service levels as a means of protecting the organization and providing additional value in commercial relationships.

Runtime: 91 minutes
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Service Levels Agreements Overview

  • Identifying Different Types of SLAs
  • Evaluating Risk to Establish Effective SLAs
  • Scaling SLAs to Deliver Value

Effectively Addressing SLAs

  • Engaging Business Teams in Defining Service Requirements
  • Identifying and Locking in SLAs in the Cloud
  • Service Level Commitments in Outsourcing Relationships

SLAs After Execution

  • Governance and Service Level Monitoring
  • Supplementing Service Level Requirements
  • Adapting Service Levels in an Evolving Business Environment
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on May 6, 2019.

Call 1-866-352-9540 for further credit information.

  • CPIM/CFPIM/CSCP 1.0
     
  • This program may qualify for 1.0 certification maintenance points toward the CSCP, CPIM and CLTD designations through The Association for Operations Management.
     
  • ISM 1.5
     
  • Participants who successfully complete this program will receive 1.5 hours of continuing education. They may be applied toward ISM CPSM, CPSD or C.P.M. recertification. ISM's consent to approve hours for this educational event is not an endorsement of this program or its content by ISM.
     
  • NALA 1.52
     
  • This program is applicable for continuing legal assistant education credit. Please check with your accrediting board to see if this course will qualify towards your recertification requirements. Program Length: 1.52 hour(s).
     

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

  • Arizona CLE 1.5
     
  • CA MCLE 1.5
     
  • CT CLE 1.5
     
  • GA CLE 1.5
     
  • HI CLE 1.5
     
  • IL CLE 1.5
     
  • ME CLE 1.5
     
  • MT CLE 1.5
     
  • NJ CLE 1.8
     
  • NV CLE 1.5
     
  • NY CLE 1.5 including Areas of Professional Practice 1.5
     
  • VT CLE 1.5
     
  • WA CLE 1.5
     
  • WV MCLE 1.8
     
The CLE Code is ONLY a requirement when applying for CLE Credit in California (for participatory credit), Kansas, New Jersey or New York. Other states do not need to supply the CLE Code to apply for CLE credit.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

  • Arizona CLE 1.5
     
  • CA MCLE 1.5
     
  • CT CLE 1.5
     
  • HI CLE 1.5
     
  • IL CLE 1.5
     
  • ME CLE 1.5
     
  • MT CLE 1.5
     
  • NJ CLE 1.8
     
  • NV CLE 1.5
     
  • NY CLE 1.5 including Areas of Professional Practice 1.5
     
  • VT CLE 1.5
     
  • WA CLE 1.5
     
  • WV MCLE 1.8
     
The CLE Code is ONLY a requirement when applying for CLE Credit in California (for participatory credit), Kansas, New Jersey or New York. Other states do not need to supply the CLE Code to apply for CLE credit.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Elizabeth A. Mitro

Elizabeth A. Mitro

Foley & Lardner LLP

  • Associate in Foley & Lardner LLP’s Boston office
  • Practice includes advising companies of all sizes on development and commercialization of intellectual property assets and negotiating software license, professional and consulting services, nondisclosure, data security, service level, marketing, and cloud computing agreements
  • Worked as in-house corporate counsel and served as a strategic adviser to senior management providing legal guidance on data security, privacy, marketing, intellectual property, product development and manufacturing
  • Admitted to practice in Massachusetts and New Hampshire
  • J.D. degree, Northeastern University School of Law; B.S. degree, magna cum laude, Boston University
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 405485
Published 2019
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