An OLA is what Robin is to Batman. Superboy to Superman. Chewbacca to Han Solo. And if you read the following sections of this process road article, you`ll find out why an OLA creates a side kick:: Noja Consulting Limited has created this practical tuning model for the operational level for Microsoft Word. This means you can do more than just see and collect what`s exactly in an OLA and how the information is displayed – you can also change the model to suit your own needs! An Operational Level Agreement (OLA) defines interdependent relationships to support a Service Level Agreement (SLA).  The agreement outlines the responsibilities of each internal support group to other support groups, including the process and timing of the delivery of their services. The objective of the OLA is to provide a clear, concise and measurable description of the service provider`s internal assistance relationships. But what exactly are the differences between the two? Where does an ALS and an OLA end? Given these advantages, you now know that I didn`t joke when I said that kick-ass operational agreements are service level agreements. It is all good and good to explain what operational level agreements are on the written word. But to get a complete idea, you need to see what they look like and what structure they take. A service level agreement focuses on what the service provider makes available to a customer or customer.
It is clear that this will vary considerably depending on the type of services that the service provider can actually provide. Simply put, an OLA tells the service provider`s internal teams what to do, how to do it and when, and what to do in case of irregularities or emergencies. If you think an OLA looks like ALS, you are absolutely right. However, the content of an OLA is always different from what is found in an ALS, although there is a great deal of overlap. To see what`s happening in ALS, check out the model below. Hopefully they will give you an overview of what they are doing for your OLA, or even your own OLA model. Does your organization use agreements at the operational level? If so, do you have any additional tips, tricks or insights you`d like to share with the Process Street community? Share them in the comments section below! 💡-OLAs are internal back-to-back agreements that define how two different organizations work together to support the provision of defined IT services to customers and users. While an OLA is very similar to a service level agreement (SLA), it is also very different. An OLA does not support any customer or user service. An OLA supports ALS itself, in particular the OLA defines how services work together to meet the service level requirements (SLRs) documented in an ALS. If there is no formal SLAs, you will continue to provide IT services and a catalogue of services will be created instead. If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide the OLA.
OLA (s) should be seen as the basis of good practice and common agreement. The site shows you a complete and complete structure for agreements at the operational level. You can then use this structure as a template to create and fill your OLAs.