ISO 20000 Operational Level Agreement (OLA)

ISO 20000 Operational Level Agreement (OLA)

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An Operational Level Agreement (OLA) is a contract between two or more parties that defines the level of service expected from each party. The agreement outlines specific services that must be provided, the service levels that must be achieved and the responsibilities of each party in order to reach the specified service levels. OLAs are often used to ensure that service providers meet the service expectations of their customers. They can also be used to ensure that an organization has the proper resources in place to provide their services such as personnel, equipment, and materials.

OLAs can provide a number of benefits to the parties involved, including improved communication and collaboration, better customer service, and increased efficiency. They can also help to improve the overall quality of the services provided. In addition, OLAs can help ensure that services are delivered on time and within budget.

OLAs are typically written in a way that is understandable by both the service provider and the customer. The agreement should include a description of the services to be provided, the service levels that must be achieved, and the responsibilities of each party. It should also specify a timeframe for achieving the service levels and outline any penalties or incentives for failing to meet the service levels. Finally, the agreement should include a method of monitoring and evaluating the performance of the parties involved.

Format: MS Word

The  Features Included in Operational Level Agreement (OLA) are:

  • General
  • Agreement
  • Service Requirements
  • Processes
  • Charging
  • Measurement and Reporting
  • Duration

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