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Live Webinar

90-minute live streaming program
  • February 25
  • 1:00 - 2:30 pm EST

Also available as:

OnDemand Webinar

Service Level Fundamentals: Maximizing Business Value

February 25

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.

Learning Objectives

  • You will be able to discuss service level fundamentals.
  • You will be able to explain how to select the appropriate service level standard.
  • You will be able to define measurement methodology.
  • You will be able to review future proofing for service levels.

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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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More Program Information

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 Webinar

This course was last revised on March 14, 2012.

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

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

Live Webinar Registration

  • AL CLE 1.5
     
  • This course or a portion thereof has been approved by the Alabama State Mandatory Continuing Legal Education Commission for a maximum of 1.5 hours credit.
     
  • AR CLE 1.5
     
  • This course has been approved for 1.5 hours of CLE by the Arkansas CLE Board.
     
  • Arizona CLE 1.5
     
  • The State Bar of Arizona does not approve or accredit CLE activities for the Mandatory Continuing Legal Education requirement. This activity may qualify for up to 1.5 hours toward your annual CLE requirement for the State Bar of Arizona.
     
  • CA MCLE 1.5
     
  • Lorman Business Center, Inc. is a State Bar of California approved MCLE sponsor and this course qualifies for 1.5 CLE hours of participatory credit.
     
  • CT CLE 1.5
     
  • Neither the Connecticut Judicial Branch nor the Commission on Minimum Continuing Legal Education approve or accredit CLE providers or activities. This course has been approved for CLE credit in jurisdictions aside from CT and therefore it automatically meets the content and delivery requirements in Connecticut. Credit is based on a 60 minute credit hour and shall be awarded as follows: 1.5 CLE credit(s).
     
  • HI CLE 1.5
     
  • This program was approved by the Hawaii State Board of Continuing Legal Education for 1.5 CLE credit hours.
     
  • IL CLE 1.5
     
  • This course was approved for a total of 1.5 hours of MCLE Credit by the Illinois MCLE Board.
     
  • ME CLE 1.5
     
  • This course has been approved by the State of Maine Board of Overseers of the Bar. Lawyers who complete this course shall receive 1.5 hours of CLE credit under M. Bar R. 12.
     
  • MT CLE 1.5
     
  • This program has been approved by the Montana Commission of Continuing Legal Education for a total of 1.5 CLE credits.
     
  • NH MCLE 1.5
     
  • NH MCLE does not approve or accredit CLE activities for the NH Minimum CLE requirement. Lorman Education Services believes this course meets the requirement of NH Supreme Court Rule 53 and may qualify for CLE credit(s). Program Length: 90 Minutes.
     
  • NJ CLE 1.8
     
  • This program has been approved by the Board on Continuing Legal Education of the Supreme Court of New Jersey for 1.8 hours of total CLE credit.
     
  • NV CLE 1.5
     
  • This program has been approved by the Nevada Board of Continuing Legal Education for 1.5 CLE hours.
     
  • PA CLE 1.5
     
  • This Distance Learning program has been approved by the Pennsylvania Continuing Legal Education Board for 1.5 hours of substantive law, practice and procedure CLE credit.
     
  • RI CLE 1.5
     
  • This program has been approved by the Rhode Island Mandatory Continuing Legal Education Commission for 1.5 hours of CLE credit.
     
  • TN CLE 1.5
     
  • This program has been approved as a distance learning format by the Tennessee Commission on Continuing Legal Education for a maximum of 1.5 hours of credit.
     
  • VT CLE 1.5
     
  • This program has been approved by the Mandatory Continuing Legal Education Board of Vermont for 1.5 hours of CLE credit.
     
  • WA CLE 1.5
     
  • This program has been approved by the Washington State Board of Continuing Legal Education for 1.5 hours of Law & Legal Procedure credit.
     
  • WI CLE 1.5
     
  • This program has been approved by the Board of Bar Examiners for 1.5 hours for use toward the Wisconsin Mandatory CLE requirement.
     
  • WV MCLE 1.8
     
  • This program has been approved by the West Virginia State Bar MCLE Commission for 1.8 MCLE hours.
     
  • 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.
     
  • CPE 1.8 including Specialized Knowledge 1.8
     
  • Lorman Education Services is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: https://www.nasbaregistry.org/cpas/complaints. For more information regarding administrative policies such as complaint and refund, please contact our offices at 866-352-9539. CPE Credit: Maximum Credit Hours: 1.8 each session (based on a 50 minute credit hour). You must attend at least 50 minutes to obtain credit. Field of Study: Specialized Knowledge for 1.8 hours. Prerequisite: . Level of Knowledge: Intermediate. Teaching Method: Seminar/Lecture. Advance Preparation: None. Delivery Method: Group Internet Based. Please refer to the information in this brochure for outline, course content and objectives. Upon completion of this course, you will receive a certificate of attendance. Final approval of a course for CPE credit belongs with each state's regulatory board. Please note: In order to receive CPE credit for this course you MUST use the streaming audio option, as well as enable and complete the required progress checks.
     
  • Lorman Business Center, Inc. is a registered provider for CPA CPE through the State Education Department of New York, Sponsor number: 000640. The following course will carry the subject area of Specialized Knowledge and Applications for 1.5 hours.
     

Who should attend?

This live webinar is designed for purchasing managers, material managers, contract administrators, senior buyers, project directors, controllers, accountants and attorneys.

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More Program Information

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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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.

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Product ID: 407025
Published 2012, 2020
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