An operational level agreement (OLA) is a document that outlines the operational responsibilities and expectations between two or more parties within an organization. It acts as a service level agreement (SLA) between internal groups, departments or teams. While SLAs govern the relationship between an organization and its external clients, OLAs define the working relationship between teams within an organization.
The purpose of an OLA is to ensure that all parties involved in a particular service delivery, such as IT support, marketing, or finance, understand their roles, responsibilities, and the level of service that they need to provide. This agreement ensures that all tasks and services are carried out efficiently and effectively to meet the service level expectations of the customer or end-user.
An OLA typically includes the following components:
1. Scope: A clear definition of the services to be provided and the parties involved.
2. Roles and Responsibilities: A detailed list of the roles and responsibilities of each party.
3. Service Level Objectives: A clear definition of the service level objectives, including metrics, such as response time, availability, and resolution time.
4. Escalation Procedures: A clear and concise procedure to follow in case of service failures or incidents.
5. Performance Monitoring: A mechanism for monitoring and measuring the performance of each party, and how it may impact overall service levels.
6. Review and Reporting: A schedule for reviewing and reporting on the performance of the OLAs to ensure they remain relevant and effective.
By defining and maintaining an OLA, departments can operate more efficiently, and the organization can achieve higher levels of service quality. An OLA acts as a tool to promote collaboration and alignment between different internal teams and departments. It provides clear communication and expectations, which leads to improved service delivery and customer satisfaction. Ultimately, an OLA sets the foundation for a successful and harmonious work environment within an organization.