Operational Level Agreement Definicja

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An Operational Level Agreement (OLA) is a crucial contract between the service provider and the department that outlines specific responsibilities and expectations regarding the services and the support provided.

In other words, an OLA defines what level of service and support a department can expect from the service provider and what the service provider expects in return.

An OLA is created to address the operational or technical aspects of providing a service, as opposed to the more general Service Level Agreement (SLA), which outlines the overall goals and expectations of the service provided by the service provider.

The OLA is a subsidiary of the SLA and is created to support the SLA agreement in technical and operational matters.

The OLA is a critical element of IT service management and is used to manage the relationship between the service provider and the department.

It defines the support structure and processes necessary to provide the required service, including the roles and responsibilities of the parties involved.

The OLA should outline the following information:

1. Scope: What services are covered under the OLA?

2. Responsibilities: Who is responsible for what tasks?

3. Service Level Requirements: What are the specific requirements for the service provided?

4. Performance Measures: What are the measurements and metrics used to evaluate the performance of the service provider?

5. Communication: What is the communication plan to be followed when issues arise?

6. Escalation: What is the process for escalating issues that cannot be resolved at the operational level?

7. Review and Revision: How often will the OLA be reviewed and revised?

In conclusion, an OLA is a vital document that sets the foundation for the relationship between the service provider and the department. It outlines the roles and responsibilities of each party and ensures that the service provider meets the requirements of the department. By creating and adhering to an OLA, organizations can maintain a high level of service quality and meet their overall business objectives.