Operational level agreement (OLA)

An agreement between an IT service provider and another part of the same organization. It supports the IT service provider’s delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties. For example, there could be an operational level agreement:

  • Between the IT service provider and a procurement department to obtain hardware in agreed times
  • Between the service desk and a support group to provide incident resolution in agreed times.

See also Service level agreement.

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