Defining a Change Management Operating Level Agreement (OLA)

[cbborromeo]

Hi all! I've just passed the Foundation, so I am still in the dark on much of the details of Change Management. However, I've searched the forum and I've not come across any information regarding OLA's.

I want to enlist some advice on defining an Operating Level Agreement for inter-departmental IT (Server side) support.

1. Do you actually define and establish an OLA for Change Management as part of your process?

2. If so, how did you structure your OLA for server side change?

3. What are the exceptions to your IT OLA?

[UKVIKING]

for whom would you apply the OLA

For example,

if you want to ensure that 'technical approvers' must respond within __ minutes/hours/days for approval

This would be a good OLA between change mgmt and the technical teams - system, network applications

Or a similar one for Business or Customer representative to acknowledge or approve the changes affecting their area - service managers, customer relations managers.

The CM Process should be defined first

then the OLA for the system team in reacting/writing/approving changes should be defined and agreed.

Also, realize that unlike a SLA, the OLA is like a 'gentleman's agreement'

if the team does not comply, they dont get penalized really but you can harass their mgmt with your mgmt
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[cbborromeo]

Thanks for the information John! Based on your response, an OLA would be premature at this time, since I am developing my CM process now.

What is the difference between a CM Policy and a CM OLA? I'm trying to define guidelines that each service owner (technical teams) should adhere to when planning changes to the network infrastructure. Application and Desktop change will come later.

So what are the guidelines when planning a good CM policy?

[UKVIKING]

A good CMpolicy should explain the following

what is the scope of change management
what is the process of creating approving etc
what types
what priority
how to govern change

etc

Once you have that in place, OLAs can be written
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[cbborromeo]

Good points John, thanks!