Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: LKiefer
New Today: 48
New Yesterday: 82
Overall: 143877

People Online:
Visitors: 62
Members: 3
Total: 65 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - SLA vs OLA
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

SLA vs OLA

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
lucij716
Newbie
Newbie


Joined: Jan 30, 2006
Posts: 1

PostPosted: Tue Jan 31, 2006 1:50 am    Post subject: SLA vs OLA Reply with quote

I am in the process of creating a SLA or an OLA. Our company is just starting to incorporate ITIL. Can someone explain to me which one I should do. And what would be the best wayto do it?

This is what I am trying to accomplish.

I am trying to create something that will establish a timeline on submission of New Hire paperwork, which comes from the business, to the completion time of new employee set up in the systems.

Is there a template that I can use?

Thanks Confused
Back to top
View user's profile
itilimp
Senior Itiler


Joined: Jan 20, 2006
Posts: 172
Location: England

PostPosted: Tue Jan 31, 2006 2:19 am    Post subject: Reply with quote

Hi there,

First of all there is a difference between the two things, so quick explanation of where each fits in. If I've made a mistake someone please jump in as I'm still relatively new to ITIL myself!

SLA (Service Level Agreement)
These are between IT and your customers (internal or external) and worded in business terms for them to understand.

OLA (Operational Level Agreement)
These are with the internal teams that support the services that are detailed in the SLA above, wording is of a more technical nature and considers what actually needs to be in place technically for the service to be delivered, e.g. server x running at 90% capacity between the hours of 9am and 5pm.

In my limited experience internal staff who have been doing their job for years do not like the idea of OLAs. The question you will need to ask yourself if can you meet any obligations laid out in a SLA without an OLA?

Contracts
These are effectively external OLAs that you have with third parties outside the organisation who support the services that are detailed in the SLA.

Normally you'd start with the identifying the services being provided, the level of support required by the user/customer and negotiating a level that can actually be achieved by a combination of internal support and/or external support.

Now moving onto your specific example...
In our organisation we have a workflow setup whereby the business has to complete an electronic form with the relevant information which is automatically distributed to the relevant people for further information etc. before reaching IT. It is supposed to reach us a minimum of 3 working days before the new user starts. There is nothing in our SLA regarding this however. You may well want to make it a customer responsibility.

There are number of SLA templates out there. Here are some links for you. If you google 'SLA template' you'll see a lot more, some good and some not so!

Internal SLA template from NextSLM
Naomi Karten's tips on SLAs
SLA zone

Hope that helps a little. Smile
Back to top
View user's profile Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.