What
is
the
BEST
description
of
an
Operational
Level
Agreement
(OLA)?
A.
An
agreement
between
the
service
provider
and
another
part
of
the
same
organization
B.
An
agreement
between
the
service
provider
and
an
external
organization
C.
A
document
that
describes
to
a
customer
how
services
will
be
operated
on
a
day-to-day
basis
D.
A
document
that
describes
business
services
to
operational
staff
---------------
Answer:
A
An operational-level agreement (OLA) defines the interdependent relationships among the internal support groups of an organization working to support a service-level agreement (SLA). The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships.
OLA is sometimes expanded to other phrases but they all have the same meaning:
- organizational-level agreement
- operating-level agreement
- operations-level agreement
