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Establishing a Service Level Agreement (SLA) Process

Christine Doxey, CPC.

Doxey Inc.

Tuesday, July 09, 2019 | 10:00 AM EDT

  • CPA

1 Credit


Subject Area


Upcoming Webinars

Course Description

A service-level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the actual service provider. This can be a legally binding formal or informal contract. An SLA should contain operating norms, which describe how the process is governed, managing, and controlled. An SLA should also include a set of operating metrics that are reported on a monthly or basis.

Learning Objectives

  • What is an SLA Process? What are some SLA Examples? When should I use an SLA Process?
  • How do I Establish Valuable and Meaningful SLA Metrics?
  • What are Ten Tips for Implementing and Managing My SLA Process?
  • The Bigger Picture: Considering a Supplier Management Process(SMP)
  • Taking Action: Establishing the Service Level Reporting (SLR) Process

Who Should Attend?