What Is An Operating Level Agreement

Summarize the other terms of use. These vary depending on who is in your OLA and what the goals of the OLA are. However, they always include the exact services provided by each party to the OLA and who has control over each step. Talk about how problems are prioritized and escalated if necessary. Escalation usually takes place in a hierarchical system. The problem comes first of all from a “level one” employee. If this employee cannot solve the problem, they pass it on to a “level two” employee with more skills, experience, knowledge or authorization. The number of levels depends on the company. Documentation is – in all areas of activity – only positive. In this case, the documentation of what to do behind the scenes provides a comprehensive guide on what to do. No need for employees to wonder what steps need to be taken. No more misunderstandings from one team member to another.

No more uncertainty. With an OLA, your company can stick to your agreements like professionals – and prevent customers and customers from working with competing service providers. This is one of the main advantages of an OLA: the ability to pursue internal service commitments, goals and objectives. Regardless of what you provide to a customer or customer, multiple internal teams are involved in maintaining and achieving what`s in the SLA – from customer support or the success team to the IT team. An OLA clearly and in detail writes what is expected of each team. It can then be tracked so you can see if your teams are meeting these commitments and goals, or if they`re not up to the task. Write a short paragraph describing the purpose of the agreement at the operational level. Talk about the main goals and objectives of the OLA, such as. B provide quality customer service in the company`s information technology sector.

This section gives the reader an idea of why all parties work together. I hope they have given you an overview of what you can do for your OLA or even your own OLA model. “In this context, an OLA becomes a record of common assumptions and interdependencies at the level of shared and overlapping processes between the different parties involved in the provision of services,” explains Les Druitt, founding director of outsourcing consultancy Sourcing Advisory Services. “This is where rubber hits the streets in multi-stakeholder outsourcing.” If you think an OLA looks like an SLA, you`re absolutely right. However, the content of an OLA is still different from what is included in an SLA, although there is a lot of overlap. To see what`s included in an SLA, check out the template below. 1. Expect bumps on the road. “Implementing OLA requires a service provider to clearly understand their own processes and harmoniously agree with peer providers on the role each should play in those processes,” says Druit. .

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