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


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: RustyAddele
New Today: 6
New Yesterday: 31
Overall: 231510

People Online:
Visitors: 111
Members: 0
Total: 111



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

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.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

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

OLA templates

Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message

Joined: Jul 20, 2006
Posts: 7
Location: East Midlands, UK

PostPosted: Fri Jul 21, 2006 1:08 am    Post subject: OLA templates Reply with quote

I have just written (well, nearly finished...) a Service Catalogue and have now been asked to look at producing an OLA to cover some, if not all, of these services. I represent an Operations and Support function offering services internally to another division of the company who are repsonsible for delivering the (Available, Reliable, blah blah) service to the end customer. Someone else has had a go at doing the OLA previously and it just seems an incoherent mess.

Having now achieved the Catalogue, I feel the OLA should be a bit easier (can't imagine doing it without the Catalogue), but was wondering if anyone had a template or 2 to give me a starter for 10 - this forum helped kick me off on the Catalogue, so worth a try again I guess - don't want something to copy, just an idea on framework and headings - things to include and things definitely not to include etc.
Back to top
View user's profile
Senior Itiler

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

PostPosted: Fri Jul 21, 2006 5:05 pm    Post subject: Reply with quote


I wrote an OLA for Change Management between my Service Support Manager and me as Change Co-Ordinator. We ripped of the SLAs as shown in the green book (Planning to Implement Service Management) which was a godsend.

I have given a brief recap of what we included.

I have included section 1 in full to give a better idea as I felt unsure of being able to describe this bit.

Section 1 describes the document.

Change Management Operational Level Agreement
Data Centre Change Management Process
Version 1.1
Author: Ed Wadey
This agreement is made between the IT Service Support Manager and Change Control 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:

Section 2 - Service Description:

Section 3 - Service Hours

Section 4 - Service Availability

Section 5 - Reliability

Section 6 - Customer Support

Section 7 - Service Performance

Section 8 Change Management Procedures

Section 9 - IT Service Continuity

Section 10 - Charging (if applicable)

Section 11 - Service Reviews

Section 12 - Glossary

Section 13 - Amendment Sheet

I hope this gives you a bit of a start


Back to top
View user's profile

Joined: Aug 03, 2006
Posts: 1
Location: Miami, Florida

PostPosted: Sat Aug 05, 2006 5:36 am    Post subject: Reply with quote

Great stuff ED!

I'm a newbie with ITIL, but I'm looking at implementing it throughout my organization. I manage a group composed of 4 distinct technical teams/areas, and I believe the OLAs will go along way in ensuring cohesive IT implementations and on-going support. Idea

Back to top
View user's profile

Joined: Sep 02, 2005
Posts: 7
Location: Bangalore,India

PostPosted: Mon Nov 13, 2006 11:39 pm    Post subject: Reply with quote


I would like to have a look at the Service Catalogue to get a better understanding on Service Level Mangement. Could you please share some details/insights on the same?

Appreciate your help

Suresh GP
ITIL V3 Expert, ISO 20K Lead Auditor, PMP, Cobit Foundation Certified,
Bangalore, India
Back to top
View user's profile Yahoo Messenger

Joined: Nov 13, 2006
Posts: 1
Location: Montreal

PostPosted: Tue Nov 14, 2006 1:01 am    Post subject: Reply with quote

Andy, How long did it take you to create a service catalogue? Is it large? Did you make reference to other service catalogues or did you have a template in mind?

Any information you have would be great.

Back to top
View user's profile

Joined: Oct 20, 2006
Posts: 31
Location: Ireland

PostPosted: Tue Nov 14, 2006 5:06 am    Post subject: Reply with quote

IITS, what would you need help with? Usually it shouldn't take too long, the service catalogue should be an inventory of your services and who do you provide that particular service to. It's not as lengthy as an SLA for example. You can also publish it on your intranet, so that your finance dept can look up what services they use, or what else they could choose from.
Do you have any specific problem with compiling it?

Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion 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

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.