Checklist Operational Level Agreement (OLA) - Revision history

Andrea at 09:58, 30 March 2019

2019-03-30T09:58:32Z

← Older revision		Revision as of 11:58, 30 March 2019
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	'''→ see also:''' [[Checklist SLA OLA\|Checklist OLA ~~according to ITIL 2011~~]], ''enhanced with many additions''		'''→ see also:''' [[Checklist SLA OLA\|ITIL Checklist Operational Level Agreement - OLA]], ''enhanced with many additions''

	'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]		'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]
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	'''Checklist Category''': [[ITIL-Checklists\|ITIL Templates]] - Service Level Management		'''Checklist Category''': [[ITIL-Checklists\|ITIL Templates]] - Service Level Management

	'''Source''': Checklist "Operational Level Agreement - OLA" from the [https://en.it-processmaps.com/products/~~product-versions~~-~~itil~~-v3.html ITIL Process Map V2]		'''Source''': Checklist "Operational Level Agreement - OLA" from the ITIL Process Map V2  \| ⯈  [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]

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	<html><a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>

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Andrea at 12:36, 5 August 2013

2013-08-05T12:36:35Z

← Older revision		Revision as of 14:36, 5 August 2013
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	<~~seo metakeywords~~="operational level agreement, ola itil, itil ola" ~~metadescription~~="→ see also: Template SLA OLA UC according to ITIL V3. ... The Operational Level Agreement contains the relevant data for the regulation of ..." />		<itpmch><title>Checklist Operational Level Agreement (OLA) \| IT Process Wiki</title>
			<meta name="keywords" content="operational level agreement, ola itil, itil ola" />
			<meta name="description" content="→ see also: Template SLA OLA according to ITIL 2011. ... The Operational Level Agreement contains the relevant data for the regulation of ..." />
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	Image:ITIL-Wiki-deutsch.jpg\|right\|Checklist Operational Level Agreement (OLA) - Template Operational Level Agreement (OLA)		Image:ITIL-Wiki-deutsch.jpg\|right\|Checklist Operational Level Agreement (OLA) - Template Operational Level Agreement (OLA)
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	'''→ see also:''' [[Checklist SLA OLA UC\|Checklist ~~SLA~~ OLA UC according to ITIL V3]]		'''→ see also:''' [[Checklist SLA OLA\|Checklist OLA according to ITIL 2011]], ''enhanced with many additions''

	'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]		'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]

	'''Checklist Category''': [[ITIL-Checklists~~#Checklists for Service Level Management~~\|~~Checklists for~~ Service Level Management]]		'''Checklist Category''': [[ITIL-Checklists\|ITIL Templates]] - Service Level Management

	'''Source''': Checklist "Operational Level Agreement - OLA" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]		'''Source''': Checklist "Operational Level Agreement - OLA" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]

			<p> </p>

	The Operational Level Agreement contains the relevant data for the regulation of the relationship between Service Level Management (Service recipient) and an internal IT area (Service provider), who performs tasks within the framework of the Service provision. The OLA corresponds to the structure of an SLA:		The Operational Level Agreement contains the relevant data for the regulation of the relationship between Service Level Management (Service recipient) and an internal IT area (Service provider), who performs tasks within the framework of the Service provision. The OLA corresponds to the structure of an SLA:
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	* Glossary		* Glossary

			<p> </p>

			<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

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Andrea at 18:44, 26 July 2011

2011-07-26T18:44:12Z

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-'''ITIL Process''': [[Service Delivery]] - [[Service Level Management]]
+<seo metakeywords="operational level agreement, ola itil, itil ola" metadescription="&#8594; see also: Template SLA OLA UC according to ITIL V3. ... The Operational Level Agreement contains the relevant data for the regulation of ..." />
 '''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management|Checklists for Service Level Management]]
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 ** Intervals for invoicing
 * Glossary

Andrea at 09:05, 2 November 2007

2007-11-02T09:05:27Z

New page

'''ITIL Process''': [[Service Delivery]] - [[Service Level Management]]

'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management|Checklists for Service Level Management]]

The Operational Level Agreement contains the relevant data for the regulation of the relationship between Service Level Management (Service recipient) and an internal IT area (Service provider), who performs tasks within the framework of the Service provision. The OLA corresponds to the structure of an SLA:

* Name of the IT Service
* Clearance information (with location and date)
** Service Level Manager
** internal Service provider (i.e. executive responsible for the internal IT Service, Head of Department, ...)
* Contact persons
** Name of the Service provider
** Name of the Service recipient
** Contact partners/ persons in charge (Service Level Manager and Service provider) for
*** Contractual changes
*** Complaints and suggestions
*** Escalations in the case of contractual infringements
*** Service reviews
*** Emergencies
* Contract duration
** Contract start
** Contract end
** Rules for changes to the OLA
*** How are requests for change submitted (deletions, additions or changes to components of the OLA)?
*** How are the requests for change and their implementation controlled?
*** Who is responsible for the clearance of the changes?
** Rules for termination of the OLA
* Service description
** Short description of Service
** Users of the IT Service on the client-side
** Breakdown of the offered Service into Service groups, e.g. along infrastructure components or IT applications
** For each Service group:
*** Which Services are offered, e.g.
**** Handling of Service interruptions (by telephone, by remote access, on site?)
**** User Services (user administration, installation, …)
*** What quality is required of the offered Services, e.g.
**** Service times
**** Availability requirements
***** Number of interruptions allowed
***** Availability thresholds (xx,xx %)
***** Downtimes for maintenance (number of allowed downtimes, pre-notification periods)
***** Procedure for announcing interruptions to the Service (planned/ unplanned)
**** Performance requirements
***** Required capacity (lower/ upper limit) for the Service
***** Allowed workload/ usage of the Service
***** Response times from applications
***** Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)
**** Requirements for the maintenance of the Service in the event of a disaster
* Relations to other IT Services
* Procedures for requesting the IT Service
** Requests possible by telephone/fax/mail, ... (addresses, telephone numbers, etc.)
* Responsibilities
** Of the Service recipient (also within the field of IT Security)
** Responsibilities and liability of the Service provider
* Quality assurance and Service Level Reporting
** Measurement procedures
*** Which indicators
*** With which measurement procedures
*** At which intervals
*** Collated into which reports
** OLA Reviews
*** Intervals at which OLA reviews are to be held
* Service accounting
** Costs for the provision of the Service
** Accounting method for the Service
** Intervals for invoicing
* Glossary