An IT Operational Level Agreement (OLA) is a contract between two or more teams within an organization that details the responsibilities, expectations, and service level targets for the delivery of IT services. This agreement identifies specific IT service components, outlines the accountability of each team, specifies the methods of communication, and highlights the escalation procedures in case of an issue.
IT Operational Level Agreements are crucial in ensuring the smooth and efficient delivery of IT services in large organizations. These agreements are used to establish clear communication channels between different teams, which ensures that everyone is aware of their roles and responsibilities. OLAs set out the expectations of service level agreements (SLAs) that the teams must meet concerning the delivery of IT services. An OLA is generally a more specific agreement than an SLA and outlines the service delivery between teams, while an SLA focuses on service delivery to clients or customers.
The primary goal of an OLA is to ensure that the IT services delivered by one team are supported by the services provided by another team. For example, if the IT support team handles user support tickets, they might have an OLA with the network team to ensure that the network is always up and running, which is necessary for providing the user support services.
The following are the primary components of an IT Operational Level Agreement:
1. Service components: This section outlines the specific IT services that each team is responsible for delivering. This includes everything from network connectivity to software installation to helpdesk support.
2. Responsibilities: This section highlights the roles and responsibilities of each team involved in the agreement. It ensures that each team is aware of its tasks and is held accountable for its share.
3. Service targets: This section sets out the service level targets that each team must achieve. These are measurable targets that ensure that the services delivered are of high quality, efficient, and effective.
4. Communication: This section specifies the communication methods between the teams, which are crucial for the effective delivery of IT services. It ensures that the teams are in constant communication and work together to resolve any issues.
5. Escalation procedures: This section outlines the procedures that must be followed in case of issues that require escalation. It ensures that issues are resolved as quickly as possible and that clients and customers are not impacted.
In conclusion, an IT Operational Level Agreement (OLA) is a necessary contract that ensures that different teams within an organization work together effectively to deliver IT services. It helps teams establish clear communication channels and accountability, sets measurable service level targets, and outlines escalation procedures in case of an issue. By having an OLA in place, organizations can work more efficiently, deliver high-quality IT services, and ultimately achieve business success.