Operational Level Agreements

Operational Level Agreements (OLAs) are agreements between the service desk and other internal groups involved in providing support. For example, the service desk could have an OLA with the procurement department detailing how quickly they will arrange the purchase of new hardware.

OLAs can have one or more Response Levels, which in turn can have one or more escalations and escalation actions. For more information about Response Levels, see Response levels. For more information about escalations,see Escalations.

You can configure OLAs to follow specific agreement rules. For more information, see Agreement rules.

To create an OLA:
  1. Start the Administration component.
  2. On the Service Level Management tree, expand the Agreements folder, then expand the required module.
  3. Expand the relevant business process, for example, Task Assignment.
  4. Select the Operational Level Agreements folder, then on the Actions list, click New Operational Level Agreement.
    The Operational Level Agreement window appears.
  5. Specify a name and description, then, if applicable, specify the start and end dates for the operational level agreement.
  6. Click .
    You can add the support groups that you want to apply this agreement to, and any specific configuration items and categories that you want to use it.
  7. On the Actions list, click Manage Groups.
    The Support Group dialog appears.
  8. In the Available Items list, select the relevant support group, then click .
    The support group is added to the Selected Items list.
  9. Repeat as required, using the arrow buttons to add or remove support groups.

You can also double-click support groups to move them between the lists.

  1. Click OK.
  2. Complete the relevant information, then click .