Sometimes referred to as a ‘memorandum of understanding’ (MOU) or ‘gentleman’s handshake’, an Operational Level Agreement (OLA) sets out the roles, responsibilities and working relationships between internal teams that work together to deliver services to customers.
This template provides a customisable document that can be tailored to meet the specific scope and requirements of your IT organisation.
For example, an OLA may be agreed between the Service Desk and a Resolver Group to provide Incident Resolution and knowledge-transfer.
An OLA could also be considered for use between non-IT teams that support any aspect of a service, for example – between an IT Service Provider and a procurement department to obtain hardware within agreed timescales.
Please review the PDF document, before contacting HDAA for the word document to tweak to suit your organisation’s requirements.