Service management - Document
OLA
(Operational Level Agreement)
An internal agreement between teams about the service each must provide to support a customer promise
What's it for?
Makes supporting teams agree what each must deliver so the service promised to users can actually be met.
For example…
The service desk has a four-hour fix SLA; the OLA says infrastructure must respond to escalations within thirty minutes.
An OLA says the network team must respond to a priority incident within ten minutes so the service desk can meet the customer-facing SLA
Think of it like…
Kitchen and front-of-house timings: the diner’s wait depends on agreements behind the swing door