Sunday, February 1, 2015


Brief look at SLA vs OLA

Service Level Agreement
•    A Service Level Agreement (or SLA) is an agreement between two or more parties, where one is the customer and the others are service providers.

•    A Service Level Agreement is the service part of a contract which defines exactly what services a service provide will provide and the required level of standard for those services.

•    The SLA is generally part of an outsourcing or managed services agreement, or can be used in facilities management agreements and other agreements for the provision of services.

•    The SLA should set out the overall objectives for the services to be provided, included a detailed description of the services.

Operational Level Agreement
•    An operational level agreement (OLA) is a contract that defines how various group within a company plan to deliver a service or set of services.

•    OLA’s are designed to address and solve the problem of IT by defining the specific set of IT services that each department is responsible for.

•    OLA(s) are not a substitute for an SLA

•    The purpose of the OLA is to help ensure that underpinning activities that are performed by a number of support team components are clearly aligned to provide the intended SLA.

•    OLA(s) have to be seen as the foundation of good practice and common agreement, the sum of which contribute to an SLA

(Service Provider) <<<------Operational Level Agreement (Service Level Targets – Completion or Acceptance) <<----- (Department or OU)
•    SLA is what a company as a whole, is promising to the customer
•    OLA is what the functional groups promise to each other in an organization
•    SLA is directly impact to the financial part of an organization
•    SLA has to be measured and completely supported by the OLA’s that the SLA is reliant on
•    OLA will need to state everything that the functional group will need to do in relation to each other to support the SLA

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