SERVICE LEVEL AGREEMENTS

The strategic value of SLAs: surpassing benchmarks through a balanced scorecard approach and specific measurable systems
Michele Ferrari

Legal aspects of a SLA
John P. Beardwood

Creating an optimal Service Level Agreement
Colleen Moore

SLA risks and challenges: Balancing price, risk & service
Stephen D. Blancq

Negotiating and drafting a successful Service Level Agreement
C. Ian Kyer

Managing Intellectual Property in Service Level Agreements
Phillip S. Shaer

Building a governance framework for your SLA
Stephen D. Blancq

John P. Beardwood is a partner with the law firm of Fasken Martineau DuMoulin LLP, practising in the Toronto office. John is engaged in a corporate/commercial practice, with an emphasis on information technology and privacy law related matters. LEXPERT has ranked John as a leading practitioner in the technology law field. John isVice-Director of the Technology and Intellectual Property Group(Toronto) and Vice-Chair of the Privacy and Information Protection Practice Group (Toronto). John has worked closely with clients in preparing and negotiating various technology-related transactions, including outsourcing, licensing, distribution, technology transfer, strategic alliance and e-commerce related transactions. He is a frequent national and international speaker and publisher on various IT law and privacy law-related topics and has been interviewed for CBC Metro Morning, 1010 CFRB, The Globe and Mail, ITBusiness.ca, Computing Canada and CBC Marketplace. John is a founding member and Vice-Chair, Canadian Bar Association National Privacy Law Section, Co-founder and Executive Committee Member, Ontario Bar Association, Privacy Law Section, Co-founder, ex-Director and ex-Treasurer, Canadian IT Law Association, Canadian editor for Computer und Recht International (CRI), Member of the Cyberspace Law Committee of the American Bar Association, and Member of the Committee on International Privacy Law - International Law and Practice Section of the New York State Bar Association.

Ian Kyer is a partner with the law firm of Fasken Martineau DuMoulin LLP, practising in the Toronto office. Ian practices corporate/commercial law with an emphasis on serving information technology companies. He advises buyers and sellers of technology onacquisitions, licensing, outsourcing and technology-related legal disputes. Ian is regularly retained by the federal and the Ontario provincial government with respect to computer-related transactions and disputes. The Canadian Legal LEXPERT Directory has stated that Ian is one of the most consistently recommended "leadingpractitioners - Toronto." He has been listed for several years in The Leading 500 Lawyers in Canada and has twice been rate done of the top 25 IT lawyers in the world in Euromoney's The Best of the Best. Ian is the founder and first president of the Canadian IT Law Association (IT.Can) and is a past-President of the Computer Law Association, Inc., the U.S.-based organization that serves computer and information technology lawyers in North America and elsewhere. Ian has written and spoken extensively on computer and telecom-related legal issues both in Canada and internationally.He has also co-authored books on the history of legal education in Ontario and on computer-related legal agreements. Ian ison the steering committee of the firm's national Technology and Intellectual Property practice group, and is director of the Toronto office's Information and Technology practice group.

Michele Ferrari is Senior Vice-President, Client Management at BTI Canada, a leader in the corporate travel industry and a whollyowned subsidiary of Hogg Robinson plc., a corporate and employee services company in the UK. As Senior Vice-President, Client Management, Michele is responsible for ensuring that innovations in consulting practices are disseminated to BTI Canada clients nationwide. Michele joined BTI Canada in 1995 as part of the Corporate Consulting group, bringing a keen understanding of both industry dynamics and client objectives. She managed relationships with some of BTI Canada's largest clients before taking on responsibility for National Corporate Consulting. In this role, Michele was responsible for the development and launch of the Corporate Consulting Playbook, BTI Canada's proven consulting methodology framework,created to drive tangible savings for BTI Canada clients. Michele is a graduate of the University of Waterloo and a board member of theCanadian Business Travel Association (CBTA), as well as a member of the Association of Corporate Travel Executives (ACTE).

Colleen Moore is Director of Client Services at the CBC/Radio-Canada's Shared Services Organization (SSO) responsible for the implementation, management and monitoring of its service level agreements. The SSO is an organizational best practice centre that ensures a common approach to the service delivery of Human Resources, Information Technology and Finance and Administration transactional and administrative support processes. Prior to joining CBC, Ms. Moore worked as a consultant with PricewaterhouseCoopers in their Alternative Service Delivery practice. She has consulted to various private and public sector organizations in the areas of enterprise-wide cost reduction, activity based costing, process re-engineering, outsourcing, procurement evaluation, contract monitoring and performance management.

Stephen D. Blancq is Vice-President and Co-Founder of the ASC Group, Inc. Mr. Blancq manages the operations for ASC's Alexandria, VA office. He contributes to product development and is heavily involved in the development of ASC's service contract bid and management tools (TF!) and contract management and monitoring tools (SeeSOR). Mr. Blancq is also involved in ASC's training and consulting practice. Previously, Mr. Blancq held the position of Facilities Division Business Manager with the U.S. Navy, where he managed procurement and administration of more than $425M in contracts to U.S. Naval Bases. Before this, Mr. Blancq was Senior Industrial Engineer for Michelin Tire Corporation. He holds a BS in Industrial Engineering from the University of South Florida, (Phi Beta Tau) and is a Registered Professional Engineer, Industrial.

Phillip S. Shaer is Corporate Counsel at MOSAID Technologies Incorporated. As one of only two lawyers on staff, he assists the Senior Vice President, Patent Licensing, General Counsel and Corporate Secretary with patent licensing, legal and corporate secretarial matters. MOSAID is a leading supplier of intellectual property and has generated more revenue from patent licensing than any other company in Canada. Prior to joining MOSAID in 2004, Mr. Shaer was an associate at McCarthy Tetrault LLP's Ottawa office practising in both the Technology, Communications and Intellectual Property group and Corporate Finance and Mergers and Acquisitions group. He holds an LLB degree from the University of Windsor and was called to the Ontario bar in 2002.