Home › Service Level Agreement – Content › Types and Levels of Support Required › Service Level Requirements/Objectives Abraham Lincoln remarked: A house divided against itself cannot resist. When each IT silo acts autonomously in its own interest, there is little interaction between the silos and, in some cases, there is open hostility. Everyone loses in this scenario. The service level agreement extends the service definition from the service catalog and defines detailed service level objectives, mutual responsibilities, and other requirements specific to a service provided to a specific (group of) customers. The focus is on defining requirements from the customer`s point of view. Definition: A service level agreement (SLA) is an agreement between an IT service provider and a customer. An operational level agreement (OLA) is an agreement between an IT service provider and another part of the same organization that governs the provision of an infrastructure service. There`s nothing worse than asking easy-to-answer questions to an already busy colleague or team leader. But without having the proper documents or information to refer to, these questions must be asked. For this reason, with an OLA, all members of your internal teams can access the document, so that if they forget a certain detail or are confused, they can get their answer immediately. „An SLA or service level agreement is a document created jointly by two or more parties to specify the services that a provider provides to a customer.
It is all well and good to explain what operational level agreements are in writing. However, to get a complete idea, you need to see what they look like and what structure they adopt. Whatever the silo or problem, without a firm understanding and agreement on performance, responsiveness, authority and responsibility, there will always be problems with finger pointing and communication. This is simply because each silo has its own primary responsibility. .