Browse Definitions :
Definition

operational level agreement (OLA)

What is an operational level agreement? 

An operational level agreement (OLA) is a contract that defines how various IT groups within a company plan to deliver a service or set of services. OLAs are designed to address and solve the problem of IT silos by setting forth a specific set of criteria and defining the specific set of IT services that each department is responsible for. It should be noted that the term Service Level Agreement (SLA) is used in many companies when discussing agreements between two internal groups, but according to the Information Technology Infrastructure Library (ITIL) framework for best practices, this type of internal contract should be called an Operational Level Agreement. 

 

Six tips for crafting an OLA
1. Define all the services IT is responsible for in a Service Catalog.

2. As CIO, get involved in the process by understanding what each service entails.

3. Define the key players (the networking team, the server group, etc.) and their responsibilities.

4. Lay out each IT group's expectations for delivering each service.

5. Come up with contingency plans for unexpected events.
 
6. Test and retest OLAs, and make changes when needed. OLAs, like SLAs, shouldn't be static and should have a beginning, middle and end date.

Source: Laura DiDio

 

Though a component of the IT Infrastructure Library (ITIL), OLAs can be -- and often are -- implemented on a standalone basis.

This was last updated in March 2011
SearchNetworking
SearchSecurity
  • man in the browser (MitB)

    Man in the browser (MitB) is a security attack where the perpetrator installs a Trojan horse on the victim's computer that is ...

  • Patch Tuesday

    Patch Tuesday is the unofficial name of Microsoft's monthly scheduled release of security fixes for the Windows operating system ...

  • parameter tampering

    Parameter tampering is a type of web-based cyber attack in which certain parameters in a URL are changed without a user's ...

SearchCIO
  • e-business (electronic business)

    E-business (electronic business) is the conduct of business processes on the internet.

  • business resilience

    Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business ...

  • chief procurement officer (CPO)

    The chief procurement officer, or CPO, leads an organization's procurement department and oversees the acquisitions of goods and ...

SearchHRSoftware
SearchCustomerExperience
  • first call resolution (FCR)

    First call resolution (FCR) is when customer service agents properly address a customer's needs the first time they call.

  • customer intelligence (CI)

    Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources ...

  • clickstream data (clickstream analytics)

    Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about...

Close