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.

Please create a username to comment.

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

SearchCompliance

  • risk assessment

    Risk assessment is the identification of hazards that could negatively impact an organization's ability to conduct business.

  • PCI DSS (Payment Card Industry Data Security Standard)

    The Payment Card Industry Data Security Standard (PCI DSS) is a widely accepted set of policies and procedures intended to ...

  • risk management

    Risk management is the process of identifying, assessing and controlling threats to an organization's capital and earnings.

SearchSecurity

SearchHealthIT

SearchDisasterRecovery

  • call tree

    A call tree is a layered hierarchical communication model that is used to notify specific individuals of an event and coordinate ...

  • Disaster Recovery as a Service (DRaaS)

    Disaster recovery as a service (DRaaS) is the replication and hosting of physical or virtual servers by a third party to provide ...

  • cloud disaster recovery (cloud DR)

    Cloud disaster recovery (cloud DR) is a combination of strategies and services intended to back up data, applications and other ...

SearchStorage

  • RAM (Random Access Memory)

    RAM (Random Access Memory) is the hardware in a computing device where the operating system (OS), application programs and data ...

  • business impact analysis (BIA)

    Business impact analysis (BIA) is a systematic process to determine and evaluate the potential effects of an interruption to ...

  • M.2 SSD

    An M.2 SSD is a solid-state drive that is used in internally mounted storage expansion cards of a small form factor.

Close