An Operational Level Agreement (OLA) defines interdependent relationships to support a Service Level Agreement (SLA).  The agreement outlines the responsibilities of each internal support group to other support groups, including the process and timing of the delivery of their services. The objective of the OLA is to provide a clear, concise and measurable description of the service provider`s internal assistance relationships. Definition: The Service Level Agreement (SLA) is an agreement between an IT service provider and a customer. The Operational Level Agreement (OLA) is an agreement between an IT service provider and another part of the same organization that regulates the provision of an infrastructure service. A service level contract generally contains the following information (actual content may vary depending on the type of service): The Service Level Agreement expands the definition of service level from the service catalog and sets detailed service level objectives, mutual responsibilities and other service-specific requirements provided to a particular customer (s). The emphasis is on defining requirements from the customer`s point of view. The ITIL „Service Level Agreement (SLA) and Operational Level Agreement (OLA) document types use identical structures. The following statements regarding service level agreements therefore also apply to OLAs.
If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide the OLA. OLA (s) should be seen as the basis of good practice and common agreement. A multi-level ALS structure is often adopted to avoid duplication and reduce the frequency of updates, as in the following example of a three-step DLA structure: (for example. B on ALS superior to the level of the company or customer, which also apply to this agreement) There is an important point to consider: in the agreement of an ALS, the service provider acts as a service provider for the company; in the case of an OLA, the agreement is reached between two parties within the service provider`s organization.