OLA
Service Operations
OLA (Operational Level Agreement)
Operational Level Agreement
Internal agreement between teams defining support responsibilities and performance needed to meet external service commitments.
Examples
- 01The OLA between the service desk and the network team says network incidents must be picked up within 15 minutes.
- 02Supervisors review OLA results monthly to see which internal team is putting the customer SLA at risk.
- 03When the OLA is missed three months in a row, the network team adds an on-call rotation.