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ITIL :: View topic - OLA Example
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OLA Example

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Joined: Jul 07, 2005
Posts: 15

PostPosted: Thu Nov 03, 2005 12:38 am    Post subject: OLA Example Reply with quote

Would anyone be willing to share an example of an OLA they have written?

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Joined: Aug 29, 2006
Posts: 3

PostPosted: Wed Aug 30, 2006 6:09 am    Post subject: Reply with quote

I'd like to receive too (if possible).

Thanks in advance,

Fabio Camara
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Joined: Feb 28, 2006
Posts: 411
Location: Coventry, England

PostPosted: Wed Aug 30, 2006 6:09 pm    Post subject: Reply with quote


I have an OLA between myself as Change Co-Ordinater and the Service Support Manager.

here it is

Change Management Operational Level Agreement
OPERATIONAL LEVEL AGREEMENT FOR THE Data Centre Change Management Process
Version 1.1
Author: Ed Wadey

This agreement is made between Service Support Manager and Change Coordinator.

This agreement remains valid until superseded by a revised agreement mutually endorsed by the signatories below. The agreement will be reviewed annually. Minor Changes may be recorded on the form at the end of the agreement, providing they are mutually endorsed by the two parties.
Name................................ Position............................ Date ...............
Name................................ Position............................ Date ...............

Details of previous amendments:

Service Description:
The agreement covers the provision and support of the Change Management Process, which is in place to ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes. This is to minimize the impact of any related incidents upon service delivery.

The Change Management Process is described in the following documents
CM Policy Statement1.1.doc
Change Control Process 2a.jpg
Change Control Process 2a.vsd-this is a Visio file and is the same as the jpg file

Service Hours
The Change Management service is available Monday to Friday (excluding Bank Holidays) from 08.30 – 16.00.
There is an out of hour’s service, which operates on an emergency basis and only for mission critical exceptions. This would be requested through the 24/7 (e.g. weekends, public holidays etc). This is done on a best endeavours basis.
During sickness or holidays for the PCMS Change Coordinator the process will be supervised by the Service Support Manager.
If you wish make a change to the service hours of this process then please see the Change Coordinator or the Service Support Manager.

Service Availability
The target for the availability of the service is 95 %.
This will be measured by the availability of the Change Co-ordinator role to accept and authorise changes within the service hours stated above. This is then reported on monthly within the Monthly Change Management Report.

No more than 1 break of service per month. A break in the service is when the Change Coordinator or delegate is not available in the service hours set out above to authorise changes for longer than 4 hours.
Failure will be report in the monthly Change Management Report.

Customer Support
The Change Control Coordinator is based in PCMS House, Coventry on the 1st floor of the middle building. The coordinator is available for reference on any query regarding the process. Telephone extension 2536.

Queries or complaints can also be forwarded to the Change Management e-mail address:- (removed).

Any queries sent to the e-mail address will be responded to within 4 hours.

There is a FAQ document available on the website where you log the changes. Change Control FAQ.doc

Service Performance
The targets of the Change functions are:-
Emergency Changes below 10% of changes. Measured quarterly.
Failed Changes to be below 5%. Measured quarterly.
All changes reviewed within 10 working days after implementation.
User group meeting every month chaired by Change Control coordinator. Minutes to be produced for this meeting within 3 working days.
The monthly Change Management report is to be published by 5th working day after the end of the month.

Change Management Procedures
All changes to the documentation and process to go through the Change Management process for sign off.

IT Service Continuity
If the electronic system is unavailable for longer than one working day the process will revert to the paper based system. The templates for this are in the following folder:-
\\pcms-fs01\global\Change Control

Charging (if applicable)
This is not a free service and when sold onto customers the rule of thumb is £100 per change.

Service Reviews
The service will be reviewed quarterly by the Data Centre Manager, Service Support Manager, Service Delivery Manager and Change Coordinator.
The review will be done against this OLA and the performance of the Change Coordinator.

Explanation of any unavoidable abbreviations or terminology used, to assist Customer understanding.

Amendment Sheet
To include a record of any agreed amendments, with details of amendments, dates and signatories.

I hope this is of some use


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