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OnDemand Course

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.

89 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 37 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 37 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

Applications have not yet been submitted for Delaware, Idaho, Kentucky, Maine, New Hampshire, Ohio, Oklahoma, South Carolina, and Wyoming CLE for this course. However, if you are interested in obtaining CLE for any of the listed states or have any additional credit questions please email us at [email protected] or call us at 866-352-9540.

This course was last revised on February 25, 2020.

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

  • AK CLE 1.5
     
  • Alaska attorneys may receive 1.5 hours of continuing legal education for completing this program. Please contact the Alaska Bar Association or go to www.alaskabar.org for details regarding reciprocity with other states.
     
  • 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.
     
  • Arizona CLE 1.5
     
  • The Arizona State Bar does not pre-approve or pre-certify MCLE programs. However, records of this program and attendance will be maintained by Lorman Education Services for auditing purposes. 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, LLC. is a State Bar of California approved MCLE sponsor and this course qualifies for 1.5 CLE hours of participatory credit.
     
  • CT CLE 1.0
     
  • 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: 1.0 CLE credit(s).
     
  • GA CLE 1.0
     
  • This program has been approved by the Georgia Commission on Continuing Lawyer Competency for 1.0 CLE hours.
     
  • MO CLE 1.8
     
  • This course qualifies for self-study CLE credit in Missouri.
     
  • PA CLE 1.0
     
  • This Distance Learning program has been approved by the Pennsylvania Continuing Legal Education Board for 1.0 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.
     
  • VT CLE 1.5
     
  • This self-study program has been approved by the Mandatory Continuing Legal Education Board of Vermont for 1.5 hour(s) of CLE credit. Please note: Attorneys may only claim 12 credits per compliance period in this format. This course is considered "Non-Moderated Programming without Interactivity".
     
  • WA CLE 1.5
     
  • This program has been approved by the Washington State Board of Continuing Legal Education for 1.5 hours of A/V credit under the Law & Legal Procedure category.
     
  • 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.
     

To earn each credit Lorman offers through the OnDemand learning platform, you need to watch 100% of the program. Also, for certain credits you will need to fulfill additional requirements which will be displayed on the "credits" tab when viewing the course.

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

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Why Lorman?

Over 37 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
  • Focuses his practice on business and technology sourcing transactions and other technology licensing and development transactions
  • Represented clients in outsourcing matters that include information technology services, business processes and functions, facilities management services, and cloud computing
  • In addition to practicing in the U.S., has experience as a registered foreign lawyer in Hong Kong working out of Mayer Brown’s Hong Kong office
  • J.D. degree, Chicago-Kent College of Law, 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

  • Counsel in the Northern California offices 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, 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 37 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

All of your training, right here at Lorman.

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Product ID: 407025
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