An operational-level agreement (OLA) defines interdependent relationships in support of a
service-level agreement
A service-level agreement (SLA) is a commitment between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.
...
(SLA).
What is an operational level agreement?WhatIs.com
The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships.
OLA is sometimes expanded to other phrases but they all have the same meaning:
* organizational-level agreement
* operating-level agreement
* operations-level agreement.
OLA is not a substitute for an SLA. The purpose of the OLA is to help ensure that the underpinning activities that are performed by several support team components are aligned to provide the intended SLA. If the underpinning OLA is not in place, it is often very difficult for organizations to go back and engineer agreements between the support teams to deliver the SLA. OLA has to be seen as the foundation of good practice and common agreement.
See also
*IT service management
Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers.
Differing from more technology-or ...
(ITSM)
*ITIL
The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business.
ITIL d ...
*Service-level objective
A service-level objective (SLO) is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of the Service Provider and are outlined as a way of avoi ...
(SLO)
References
External links
ITSM Foundation (pdf)Forsythe:ITSM Glossary
Industrial engineering
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