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Service Level Fundamentals: Maximizing Business Value

Understand the principles and guidelines necessary for developing and preparing an effective SLA.

Service levels provide targeted, effective incentives to cause service providers to achieve their customers' desired business outcomes and have been in use since the 1980s. However, customers too often discover that those service levels are being achieved with reports showing green while the service itself feels red. Now, new automation and data management technologies allow customers to measure the new aspects of the services and to give more immediate feedback on service level performance. At the same time, the digital economy is changing traditional service level concepts by requiring new SLA management capabilities that use proactive and predictive modeling rather than monthly historical performance to help ensure good end-user experiences. Join Mayer Brown Partner Brad Peterson and associates Qi Chen and Alan Velasco as they discuss the principles and tools necessary to create meaningful performance standards for the digital age, including how to: draft clear calculations that result in consistent measurements; align measurements with the supplier's actual scope; avoid common pitfalls and capturing the new service levels available from emerging technologies.

Runtime: 89 minutes
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Why Lorman?

Over 33 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

Introduction to Service Levels

  • Service Level Fundamentals
  • Other Contract Terms Related to Performance Quality

Service Level Standard

  • Selecting the Appropriate Service Level Standard
  • Drafting Service Level Definitions
  • Setting the Appropriate Service Level Requirements
  • New Considerations for Digital Services

Measurement Methodology

  • Drafting Appropriate Measurement Methodology
  • Automated Service Level Measurements

Incentives to Meet Service Level Standard

  • Supplier Obligations to Report Performance
  • Supplier Obligations to Correct Service Level Failures
  • Service Level Credit Methodology
  • Termination Rights for Service Level Failure

Future Proofing for Service Levels

  • Drafting Rights to Modify Service Levels
  • Service Levels for Automation and Digital Services
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Why Lorman?

Over 33 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 Course

This course was last revised on February 25, 2020.

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

  • ISM 1.25
     
  • Participants who successfully complete this program will receive 1.25 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.
     

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

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  • Arizona CLE 1.5
     
  • CA MCLE 1.5
     
  • CT CLE 1.5
     
  • HI CLE 1.5
     
  • ME CLE 1.5
     
  • MT CLE 1.5
     
  • NJ CLE 1.8
     
  • NV CLE 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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Why Lorman?

Over 33 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

Qi Chen

Qi Chen

Mayer Brown LLP

  • Associate in the Technology Transactions practice in Mayer Brown LLP's Chicago office
  • Recently completed a six month secondment at Mayer Brown's Hong Kong office, where he practiced as a registered foreign lawyer
  • Focuses his practice on business and technology sourcing transactions and other technology licensing and development transactions
  • Has represented clients in outsourcing matters that include information technology services, business processes and functions, facilities management services, and cloud computing
  • Prior to joining Mayer Brown in 2013, he worked as an atomic force microscope applications engineer helping semiconductor manufacturers solve complex technical issues and develop novel processes
  • J.D. degree, Chicago-Kent College of Law where he was an Executive Articles Editor for the Chicago-Kent Law Review
  • Can be contacted at 312-701-8735 or [email protected]
Brad L. Peterson

Brad L. Peterson

Mayer Brown LLP

  • Partner in Mayer Brown LLP's Chicago office, he leads the firms global Technology Transactions practice
  • Practice focuses on data, digital, outsourcing and software transactions, with a particular emphasis on financial technology
  • Experience includes data licensing and analytics; digital services such as IaaS, PaaS, and SaaS; outsourcing of the full range of information technology (IT) and business process functions; and core systems modernization, ERP and other software licensing, development and integration transactions
  • His experience also includes projects in emerging technologies such as artificial intelligence (AI), robotic process automation (RPA), and blockchain and other distributed ledger technologies (DLTs)
  • Has been top-ranked for over a decade by both Chambers and Legal 500; Chambers USA, for example, reports that he is a phenomenal outsourcing attorney with a wide-ranging practice that includes joint ventures, licensing and services agreements
  • Clients remark that he is very pragmatic and he gives you confidence
  • Was named to Legal 500's list of Hall of Fame lawyers in 2017
  • Can be contacted at 312-701-8568 or [email protected]
Alan F. Velasco

Alan F. Velasco

Mayer Brown LLP

  • Associate in the Palo Alto office of Mayer Brown LLP and is a member of the Technology Transactions practice and the Corporate & Securities practice
  • Advises clients in all types of complex transactions relating to digital services, outsourcing and information technology, including IT outsourcing, business process outsourcing, implementation of automation solutions and cloud computing transactions
  • Prior to joining Mayer Brown in 2013, he worked as a process engineer over a seven year period for two different medical device companies, specializing in applications of both hydrogen peroxide and steam sterilization
  • J.D. degree, Loyola Law School where he was president of the Student Bar Association and a lead articles editor for the Loyola University Law Journal
  • Can be contacted at 650-331-2047 or [email protected]
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Product ID: 407025
Published 2020
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