ITIL Glossary/ ITIL Terms O

An agreement between an IT service provider and another part of the same organization.
An OLA supports the IT service provider's delivery of services to customers.
The OLA defines the goods or services to be provided and the responsibilities of both parties.
For example there could be an OLA - 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.
→ ITIL Checklist SLA - OLA
→ ITIL processes, ITIL Service Design > Service Level Management

Operations Manager

→ Roles within ITIL, IT Operations Manager
An IT Operations Manager will be needed to take overall responsibility for a number of Service Operation activities.
For instance, this role will ensure that all day-to-day operational activities are carried out in a timely and reliable way.

Operator

→ Roles within ITIL, IT Operator
IT Operators are the staff who perform the day-to-day operational activities.
Typical responsibilities include: Performing backups, ensuring that scheduled jobs are performed, installing standard equipment in the data center.

Outline of Service Requirements

The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty).
Based on this information, detailed service requirements are specified during the Service Design stage.
→ ITIL processes, ITIL Service Strategy > Business Relationship Management

→ ITIL terms starting with "O"

→ Look up all ITIL terms

Notes

[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.

[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the AXELOS web site.

By: Stefan Kempter and Andrea Kempter , IT Process Maps.