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Definitions and Terminology
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Operational Level Agreement
(OLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and another part of the same Organization. An OLA supports the IT Service Provider’s delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example there could be an OLA: ? Between the IT Service Provider and a procurement department to obtain hardware in agreed times ? Between the Service Desk and a Support Group to provide Incident Resolution in agreed times. See also Service Level Agreement.
source: ITIL v3, Service Operation, 2007
(OLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and another part of the same Organization. An OLA supports the IT Service Provider's delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example there could be an OLA: Between the IT Service Provider and a procurement department to obtain hardware in agreed times; Between the Service Desk and a Support Group to provide Incident Resolution in agreed times. See also Service Level Agreement.
source: ITIL v3, Service Design, 2007
(OLA)(Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and another part of the same Organization. An OLA supports the IT Service Provider’s delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example, there could be an OLA: Between the IT Service Provider and a procurement department to obtain hardware in agreed times Between the Service Desk and a Support Group to provide Incident Resolution in agreed times. See also Service Level Agreement.
source: ITIL v3, Service Transition, 2007
(OLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and another part of the same Organization. An OLA supports the IT Service Provider’s delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example there could be an OLA: • Between the IT Service Provider and a procurement department to obtain hardware in agreed times • Between the Service Desk and a Support Group to provide Incident Resolution in agreed times. See also Service Level Agreement.
source: ITIL v3, Continual Service Improvement, 2007
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