An SLA - which can be a legally binding formal or informal contract between two parties, must comply with operating norms, which describe how the process is governed, managed, and controlled. In this webinar we will provide you with critical information on SLA process.
Why Should You Attend:
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.
SLAs are needed to measure the success of any service provider. SLAs establish a mutually agreed upon level of service and performance metrics. The Shared Service and Outsourcing Network (SSON) recommends that the following items are included in the SLA process.
Areas Covered in the Webinar:
Who Will Benefit:
Physical CD-DVD of recorded session will be despatched after 72 hrs on completion of payment
Recorded video session
Chris has held senior finance and controller positions at Digital Equipment Corporation, Compaq Computer Corporation, Hewlett Packard, MCI, APEX Analytix, and BSI Healthcare. She has a bachelor's degree in English, a bachelor's in accounting, a master's in business administration, and a graduate certificate in project management. As a management consultant, Chris uses her foundation of experience to provide Leading practices and solutions to her clients in the areas of compliance, auditing, internal controls, and fraud prevention. Chris also serves as the Executive Director of the Controller Certification Program for the IOFM. Chris is a Certified Accounts Payable Professional (CAPP), holds a Certification in Controls Self- Assessment (CCSA), is a Certified Internal Controls Auditor (CICA), and is a Certified Professional Controller (CPC). She has authored The Controller's Leading Practices Guide and The Controller's Leading Practices Guide to the Financial Close for the IOFM and IMA. Chris has also published two handbooks: AP Leadership Skills and Implementing a Controls Self -Assessment Program for Accounts Payable. She writes articles, blogs, and whitepapers for professional organizations and solution providers. She also provides several webinar and presentations throughout the year. Chris is a member of the Institute of Internal Auditors (IIA), the Institute for Internal Controls (The IIC), the Institute of Financial Operations (IFO), the Institute of Management Accountants (IMA), and the National Association of Procurement Card Professionals (NAPCP). She is on the board of the IMA's Ethics Committee and Research Foundation. She is also a faculty member for the IMA's Leadership Academy. She is also a member of the advisory board for The IIC and is president of the Washington DC area chapter for both the IFO and The IIC organizations.