Operational Level Agreement (OLA) (ITILv3): [Service Design] [Continual Service Improvement] An Agreement between an IT Service Provider and another part of the same Organization. An OLA supports the IT Service Provider's delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties.
For example there could be an OLA between the:
IT Service Provider and a procurement department to obtain hardware in agreed times
See also: Service Level Agreement
Cross Reference: Agreement
Operational Level Agreement (OLA) (ITILv2): An internal document, owned by the Service Management Team, that defines the working relationship between different functional areas within an organization. The OLA sets out the responsibilities for the support and delivery of IT services to Customers. Between a Service Desk and 2nd level support/software maintenance/network management it may be mainly concerned with activities that must take place should a service fail. In other circumstances, for example, in support of Change Management, it is likely to describe the various executive responsibilities and activities of the parties involved. The terms of an OLA must support the qualitative and quantitative statements contained in the Service Charter, Service Level Objectives (SLOs) and Service Level Agreements (SLAs). There is a strong relationship between OLAs and procedures.
See also: TBD
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