Examples of Operating Level Agreements

Operating Level Agreements, or OLAs, are agreements that define the level of service to be provided between different departments, teams, or organizations within an IT service provider. These agreements are essential for ensuring that all parties are on the same page when it comes to delivering IT services, and they help to ensure that all stakeholders are aware of what they can expect, as well as how to handle issues that may arise.

Here are some examples of Operating Level Agreements:

1) Service Desk OLA – This OLA defines the level of service and support offered by the Service Desk team to other teams within the organization. The Service Desk team outlines the types of issues they can handle, the response times for resolving issues, and the escalation path for issues that cannot be resolved by the Service Desk team. This OLA helps to ensure that all teams are aware of the support they can expect from the Service Desk team.

2) Network OLA – This OLA defines the level of service and support offered by the Network team to other teams within the organization. The Network team outlines the types of issues they can handle, the response times for resolving issues, and the escalation path for issues that cannot be resolved by the Network team. This OLA helps to ensure that all teams are aware of the support they can expect from the Network team.

3) Change Management OLA – This OLA defines the level of service and support offered by the Change Management team to other teams within the organization. The Change Management team outlines the procedures for change requests, the response times for reviewing change requests, and the escalation path for change requests that cannot be approved by the Change Management team. This OLA helps to ensure that all teams are aware of the process for requesting changes to IT services.

4) Application Support OLA – This OLA defines the level of service and support offered by the Application Support team to other teams within the organization. The Application Support team outlines the types of applications they can support, the response times for resolving issues, and the escalation path for issues that cannot be resolved by the Application Support team. This OLA helps to ensure that all teams are aware of the support they can expect from the Application Support team.

In conclusion, Operating Level Agreements are essential for managing the delivery of IT services within organizations. By defining the levels of service and support that can be expected from different teams and departments, OLAs help to ensure that all stakeholders are aligned and aware of the processes for handling issues that may arise. These examples of OLAs provide a good starting point for creating agreements that fit the specific needs of each organization.