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.
Agenda
Faculty
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]
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]
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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