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. 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 Service Level Management Process (MSM) is responsible for finding a realistic trade-off between the needs, expectations and cost of associated services, so that they are accepted by customers and the IT organization. The objective is also to ensure that all existing IT services will benefit from an agreed level of IT service and that future services will be provided for achievable purposes. Service level management is also responsible for ensuring that all appropriate agreements are in place at the operational level and support contracts for the supervision of creditors and other groups. Taxes If the internal department is not safe, realistic conditions in operation; the internal division performs the pilot before it can equip the OLA for the next quarter or six months.
If it is a Greenfield project, the internal department controls operations and observes trends, problems and patterns for a few months, then the basic OLAs. The service provider should always consult with piloted OLAs and redefine them based on observations. ITIL Process: ITIL V2 Service Delivery – Service Level Management Publish During this phase, OLAs are standardized and published. Management and stakeholders are alerted to consolidated ALES. Responsive monitoring: follow-up of weekly reports, monthly reports, quarterly reports and evaluation of service quality. Proactive monitoring: proactive advice on operations and ensures that there are no OLA errors or violations, sanctions prevention, prevention of customer escalation and threats. → see also: ITIL Checklist Operational Level Agreement – OLA, extended with many additions The OLA definition process is also the same as the SLA definition process, which can be mentioned as planning, development, pilot, publish, SLA activation – monitoring. Source: ITIL Process Map V2 ITIL Templates – Service Level Management The operational level agreement contains relevant data for managing the relationship between service level management (Service Recipient) and an internal IT space (service provider) that performs tasks in the context of service delivery.