operational level agreement (OLA)

operational level agreement (OLA)

Definition: (ITIL Continual Service Improvement) (ITIL
Service Design) An agreement between an
IT service provider and another part of the
same organization. It supports the IT service
provider’s delivery of IT services to
customers and defines the goods or services
to be provided and the responsibilities of both
parties. For example, there could be an
operational level agreement:
– Between the IT service
provider and a procurement
department to obtain
hardware in agreed times
– Between the service desk
and a support group to
provide incident resolution in
agreed times.
See also service level agreement.