Guest user Created: Jun 16, 2016 Last commented: Jun 16, 2016

SLA/OLA

ITIL & ISO 20000

I am having a doubt when it come to OLA and SLA part (enduser -IT with their internal groups -vendor support ) * ex : lets say I have received a call regarding backup solution at 8:00 and as per my incident catalogue for P1 I have to respond to the end user within 30 Mins and resolve it within 2 Hrs, issue has been escalated from service desk to Systemadmin then Systemadmin tried for 30 Mins and he didn't solve it then he logged a ticket with the vendor to fix it . Where is the OLA and SLA here? Do you consider it between the vendor and Systemadmin as OLA or sla as it looks like internal team to the end user ( from end user perspective)?

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Branimir Valentic Jun 16, 2016

Answer:
SLA is a formal contract between IT service provider and customer. OLA is a contract between IT service provider and another unit of the same organization. Is Systemadmin would be completely different organizational unit - you can define OLA with them. Usually, they are part of the I T Service Management team and there is no OLA with them.
On the other side, IT service management organization signs Underpinning Contract (UC) with vendor.
Read more about different kind of contracts in the articles:
"What’s the content of an ITIL/ISO 20000 SLA?" https://advisera.com/20000academy/blog/2016/06/14/whats-the-content-of-an-itiliso-20000-sla/
"SLAs, OLAs and UCs in ITIL and ISO 20000" https://advisera.com/20000academy/knowledgebase/slas-olas-ucs-itil-iso-20000/
"Who is your ideal ITIL/ISO 20000 Service Level Manager?" https://advisera.com/20000academy/blog/2016/04/19/who-is-your-ideal-itiliso-20000-service-level-manager/

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Jun 16, 2016

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SLA/OLA

SLA/OLA

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