Wednesday, 18 May 2016 | 11:00 a.m. – 12:30 p.m. EST
SLAs and KPIs are an integral part of an outsourcing contract, and they should be aligned to overall program objectives. Misalignment can have significant impact on deal pricing, quality of service delivery, and customer experience.
Following an overview of contemporary market trends, participants will discuss useful negotiation levers to employ (and key pitfalls to avoid) to help structure equitable SLAs as part of the contracting process.
Who Should Attend
Outsourcing and procurement executives responsible for negotiating contract terms seeking to learn more about contemporary best practices in negotiating SLAs with service providers
What You Will Learn
This session will help participants develop insights on equitable incorporation of best practice SLAs and KPIs into contracts, without sacrificing service performance or incurring avoidable costs.