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

Join the conversation

1 comment

Send me notifications when other members comment.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Please create a username to comment.

if you can help me how to measure the effectiveness of the OLA
Cancel

-ADS BY GOOGLE

File Extensions and File Formats

Powered by:

SearchCompliance

  • PCAOB (Public Company Accounting Oversight Board)

    The Public Company Accounting Oversight Board (PCAOB) is a Congressionally-established nonprofit that assesses audits of public ...

  • cyborg anthropologist

    A cyborg anthropologist is an individual who studies the interaction between humans and technology, observing how technology can ...

  • RegTech

    RegTech, or regulatory technology, is a term used to describe technology that is used to help streamline the process of ...

SearchSecurity

  • Advanced Encryption Standard (AES)

    The Advanced Encryption Standard, or AES, is a symmetric block cipher used by the U.S. government to protect classified ...

  • identity theft

    Identity theft, also known as identity fraud, is a crime in which an imposter obtains key pieces of personally identifiable ...

  • spear phishing

    Spear phishing is an email-spoofing attack that targets a specific organization or individual, seeking unauthorized access to ...

SearchHealthIT

SearchDisasterRecovery

  • call tree

    A call tree -- sometimes referred to as a phone tree -- is a telecommunications chain for notifying specific individuals of an ...

  • mass notification system (MNS)

    A mass notification system is a platform that sends one-way messages to inform employees and the public of an emergency.

  • disaster recovery as a service (DRaaS)

    One approach to a strong disaster recovery plan is DRaaS, where companies offload data replication and restoration ...

SearchStorage

  • CIFS (Common Internet File System)

    CIFS (Common Internet File System) is a protocol that gained popularity around the year 2000, as vendors worked to establish an ...

  • GlusterFS (Gluster File System)

    GlusterFS (Gluster File System) is an open source distributed file system that can scale out in building-block fashion to store ...

  • virtual memory

    Virtual memory is a memory management capability of an OS that allows a computer to compensate for physical memory shortages by ...

SearchSolidStateStorage

  • Tier 0

    Tier 0 (tier zero) is a level of data storage that is faster, and perhaps more expensive, than any other level in the storage ...

  • PCIe SSD (PCIe solid-state drive)

    A PCIe SSD (PCIe solid-state drive) is a high-speed expansion card that attaches a computer to its peripherals.

  • SSD caching

    SSD caching, also known as flash caching, is the temporary storage of data on NAND flash memory chips in a solid-state drive so ...

SearchCloudStorage

  • RESTful API

    A RESTful application program interface breaks down a transaction to create a series of small modules, each of which addresses an...

  • cloud storage infrastructure

    Cloud storage infrastructure is the hardware and software framework that supports the computing requirements of a private or ...

  • Zadara VPSA and ZIOS

    Zadara Storage provides block, file or object storage with varying levels of compute and capacity through its ZIOS and VPSA ...

Close