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ITIL :: View topic - OLAs
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OLAs

 
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ITILgoalongway
Newbie
Newbie


Joined: Jul 08, 2008
Posts: 3

PostPosted: Tue Jul 29, 2008 10:02 pm    Post subject: OLAs Reply with quote

Hi all,

only my second post here but from the last response I would value some varied input.

I am currently attempting to design some OLA's, specifically the Service Desk.

I have included things like speed of answer, dropped calls etc.

Not sure what else may add value. Any ideas?

Thanks.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Tue Jul 29, 2008 10:37 pm    Post subject: Reply with quote

A couple of thing

What is the purpose of the OLAs and who are the OLA ee and OLA er

Please remember OLAs are guidelines unlike SLAs

OLAs are for inter departments agreements

SLAs are for provider/consumer relationships of IT Service

Do you have the Red or Blue book

or the 5 books for V3 (even the sixth will help)
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ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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m_croon
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Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Tue Jul 29, 2008 11:15 pm    Post subject: Reply with quote

I totally agree with Viking, no varied input from me.

Does the size of your organisation, it's culture and the kind of service that you deliver justify the effort to work out these internal agreements?
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Jul 29, 2008 11:31 pm    Post subject: Reply with quote

Am I misunderstanding? An OLA from whom to the service desk?
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William Penn 1644-1718
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dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Wed Jul 30, 2008 9:51 am    Post subject: Reply with quote

If you do a search on my user name in this forum you will find a sample OLA between a service desk and a second level support group. It doesn't have any metrics, but it does have some issues that an OLA could cover.
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