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ITIL :: View topic - OLA's examples required
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OLA's examples required

 
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tombrown
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PostPosted: Sat Oct 02, 2004 2:14 am    Post subject: OLA's examples required Reply with quote

Could anyone point me in the right direction to obtain examples of OLA's.

ITIL talks about them but doesan't really give examples of them.

Thank you
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PostPosted: Tue Nov 30, 2004 12:51 am    Post subject: Reply with quote

tombrown,

You can use a standard SLA template for your OLA. The difference becomes that the provider and receiver are both internal to your organization. Also you need to make sure the internal SLOs align to those documented in your SLA. Eg. Network support will ensure network devices used by the Service Desk are available 100% of standard business hours and 95% at all other times (allowing for maintenance windows). This will ensure the Service Desk is available for customer usage.

Another approach is to identify how an internal provider supports the SLA through each of the core ITIL disciplines (Service Delivery and Service Support). List those in your agreement and use them as the basis for SLOs. Eg. Server support will have internal continuity plans in place to support the "sales" department

Hope this helps!

Michael
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