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    OLA Template

    Uploaded by

    Rodrigo Flores Espina
    OLA Template

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd

    OLA Template

    Uploaded by

    Rodrigo Flores Espina
    240 views4 pages
    OLA Template

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

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    OLA Template

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    240 views4 pages

    OLA Template

    Uploaded by

    Rodrigo Flores Espina
    OLA Template

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 4
    At a glance
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    The key takeaways are that Operational Level Agreements (OLAs) are used to document activities and responsibilities between different groups to achieve targets for services.

    The purpose of Operational Level Agreements is to document the details of key functional activities provided by various sections/groups and to outline specific activities, tasks, and target times associated with each group.

    The OLA template includes sections for the service, input, RACI matrix, group details/activities, targets, output, and sign-off details.

    OPERATIONAL LEVEL AGREEMENTS

    Operational Level Agreements Involving the Following Groups: <Group x>, <Group y>, & <Group z>

    Pink Elephant Inc.

    This template accompanies the book Defining IT Success Through The Service Catalog: A Practical Guide, Second edition. ISBN: 978-0-9810811-0-6

    Care has been taken to ensure that the original template is accurate and complete, however, the publisher, author and distributor can accept no responsibility for any errors or omissions or for changes to the details given: for example any bespoking of the templates by individuals or organizations. These templates are not intended as a substitute for project specific legal advice which should always be sought where required.

    DEFINING IT SUCCESS THROUGH THE SERVICE CATALOG

    PURPOSE
    The following Operational Level Agreements (OLAs) document the details of key functional activities provided by various sections within the Technology and Solutions department. It outlines the specific activities and tasks that are associated with each group and provides target specific numbers that make up the overall target determined by the Priority Model. This agreement will remain valid until superseded by a revised agreement endorsed by all Managers involved in any particular Operational Level Agreement. The template consists of the following sections described below: Service Input Authority (RACI) Matrix Group Target Output

    Service
    The service is the name of either a service, system, or application that is being outlined for the purposes of the OLA.

    Input
    The input is a description of the trigger or service activator, which starts the activities of the OLA, e.g. RFC, call to Service Desk.

    Authority (RACI) Matrix


    The RACI matrix is a means of identifying the role that each individual/group plays in completing the activities of a service. For every procedural step or activity, the RACI Matrix matches the roles or groups involved with specific levels of involvement. To differentiate these levels of involvement, the matrix specifies whether a role or group is accountable, responsible, consulted, or informed.
    R A C I Responsible: Defined as the person(s) who are expected to perform the prescribed activity, resolve, and/or escalate the related issues. Multiple levels within the Matrix can do this. Accountable: Defined as the person in this process who has accountability for ensuring the overall process is, available, understood and performed within the organization. Consulted: Defined as the person(s) who has to be consulted before decisions and/or implementations are done. Informed: Defined as the person(s) who need to be informed about the prescribed activity.

    Group
    Refers to the parties involved in the OLA, including a description of the numbered activities at a high level (not work instructions or job descriptions), and the targets that they associate to the service. Activities with the same number indicate parallel activities.

    Target
    The target is based on the time it takes for each group to do all of their assigned activities and resolve their portion of the ticket, as well as, contributes to the overall target of the service.

    OPERATIONAL LEVEL AGREEMENTS

    Output
    The output relates to the intended result of the service and its corresponding overall target.

    Signoff
    Signoff is by the individuals who are accountable for the activities of each group

    DEFINING IT SUCCESS THROUGH THE SERVICE CATALOG

    Functional Activity Description Input RACI A C I R(esponsible)

    <Functional Activity Name>

    <Description of the Service> <Trigger or activator> Group Detail (Activities)

    Detail (Activities)

    Target C H M L

    <Group 1> <Group 2> <Group 3> <Group 4> <Group 5> Output Notes

    1. 2. 3. 4. 5. <What is the result of the activity and how is it delivered?>

    Service Level Management Operational Level Agreement Sign Off

    <Name> <Title>

    Date

    <Name> <Title>

    Date

    <Name> <Title>

    Date

    <Name> <Title>

    Date

    Other Notes/Comments: Process Review Cycle: OLA to be reviewed every 12 months and changes to be agreed by above signatories.

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