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Service Level Fundamentals: Maximizing Business Value

Service levels provide targeted, effective incentives to cause service providers to achieve their customers' desired business outcomes. However, too often customers discover that those service levels are being achieved with reports showing "green" while the service itself feels "red." In these situations, customers often find that those service levels: measure the wrong aspects of the services; are defined too vaguely to be enforced; cannot be measured using available tools; or contain exceptions and exclusions that make the results meaningless.

This OnDemand Webinar will provide individuals responsible for creating service levels with the principles and tools necessary to create meaningful performance standards. The program will specifically address how to: draft clear calculations that result in consistent measurements; align measurements with the supplier's actual scope; and avoid common pitfalls.

This OnDemand Webinar is critical for sourcing, procurement and other personnel responsible for delivering business outcomes through sourcing transactions.


Runtime: 86 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

Overview

  • Business Purpose of Performance Measurements
  • Overview of Service Level Methodology and Credits
  • Structure of Service Level Definitions, Targets and Minimums

Choosing Service Levels and Performance Standards

  • Identifying the Right Activities and Outcomes to Measure
  • Setting Levels With or Without Historic Data
  • Excuse of Performance and Exclusions

Drafting Clear and Effective Service Levels

  • Clear, Precise Definitions
  • Metrics Measureable With Auditable Precision
  • Creating the Right Incentives

Avoiding Common Pitfalls During Negotiations

  • Service Level Holidays
  • Determining Performance Requirements After Signing
  • Exceptions, Exclusions and Change-Related Relief
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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 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.

Audio & Reference Manual

  • 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.

MP3 Download

  • 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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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

Gregory A. Manter

Gregory A. Manter

Mayer Brown LLP

Gregory Manter

  • Partner in the Chicago office of Mayer Brown
  • Practice emphasizes all aspects of business process and information technology outsourcing, strategic alliances and information technology transactions
  • Represents clients in a wide variety of information technology and business process outsourcing transactions and other information technology licensing and development transactions
  • Also represents customers in numerous software implementation agreements, including several large ERP implementation agreements
  • J.D./LL.M. degree in international law, Duke University School of Law; B.A. degree, with distinction, Dean’s List, University of Virginia
  • Can be contacted at 312-701-8648 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]
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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.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

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Additional benefits include:

  • State Specific Credit Tracker
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* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 389123
Published 2012, 2020
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