As you navigate the world of business, you may come across a concept known as an Operational Level Agreement (OLA). An OLA is a document used in service level management that outlines the agreed-upon services between two parties. In this article, we will discuss what an OLA is, its importance, and provide a sample of an operational level agreement voorbeeld.
What is an Operational Level Agreement (OLA)?
An OLA is an agreement between two or more departments in an organization that outlines the services each department will provide and the level of service each department will receive. It is essentially a contract between internal service providers and consumers within an organization. OLAs are typically used in IT service management but can be used in any department that provides services to other departments.
Why are Operational Level Agreements important?
OLAs are important in service management as they ensure that the agreed-upon services are delivered consistently and meet the expectations of both parties. They also help to identify potential service-related issues early on, allowing them to be addressed before they impact the entire organization.
Additionally, OLAs are beneficial because they:
– Define roles and responsibilities of service providers and consumers
– Establish the scope and quality of services
– Help to clarify priorities and ensure resources are allocated appropriately
– Provide a framework for measuring service performance
– Improve communication and collaboration between departments
Operational Level Agreement Voorbeeld
As mentioned, OLAs are specific to each organization and department. However, below is an example of what an operational level agreement voorbeeld may look like between the IT department and the Human Resources department.
Service: IT support for HR systems
Scope: The IT department will provide support for the following HR systems: payroll, benefits, time and attendance, and employee records.
Service standards:
– The IT department will provide a resolution time of 2 hours for priority 1 issues (system down or impacting more than 50% of users).
– The IT department will provide a resolution time of 4 hours for priority 2 issues (system issue impacting less than 50% of users or a single user issue).
– The IT department will provide a resolution time of 1 business day for priority 3 issues (minor system issues or requests for system updates).
Roles and responsibilities:
– The IT department will provide support during regular business hours Monday through Friday.
– The HR department will provide a designated point of contact for IT support.
– The HR department will provide clear and detailed information on any service-related issues.
Communication:
– The IT department will provide regular updates on service-related issues to the HR department.
– The HR department will provide feedback on the performance of IT services.
Performance:
– The IT department will provide monthly reports on service performance, including uptime, resolution times, and any service-related issues.
– The HR department will review and provide feedback on the monthly reports.
In conclusion, an Operational Level Agreement (OLA) is a contract between internal service providers and consumers within an organization. OLAs are essential in service management as they help to ensure that agreed-upon services are delivered consistently and meet the expectation of both parties. By providing an operational level agreement voorbeeld, organizations can establish clear guidelines, roles, and responsibilities and ensure that service performance is consistently monitored and improved.
