Operational Level Agreement (OLA) Adalah: Understanding the Importance of OLA in IT Service Management
In the world of IT service management, an Operational Level Agreement (OLA) is a crucial component of ensuring that the services delivered to clients are up to par. However, not everyone in the industry is familiar with what OLA is and how to use it effectively. In this article, we will explain what OLA is, its importance, and how it can help you deliver quality IT services to your clients.
What is an Operational Level Agreement (OLA)?
An Operational Level Agreement (OLA) is a type of agreement that outlines the internal workings of an IT service provider. It defines the roles and responsibilities of the internal support teams, such as the helpdesk team, network team, and application support team, in delivering IT services to clients.
The OLA is a contractual agreement that bridges the gap between the Service Level Agreement (SLA) and the Underpinning Contract (UC). The SLA defines the service levels that the IT service provider will deliver to the client, and the UC defines the contractual terms that govern the delivery of those services. The OLA, on the other hand, defines how those services will be delivered internally and outlines the specific roles and responsibilities of each support team involved.
Why is OLA important?
Having an OLA in place can help IT service providers deliver consistent, high-quality services to clients. By clearly defining the roles and responsibilities of each support team, as well as the processes and procedures that govern their actions, it is easier to identify and resolve issues quickly, minimizing downtime and disruption to the client.
Furthermore, having an OLA in place can help IT service providers avoid finger-pointing and blame-shifting when issues arise. With defined roles and responsibilities, it is clear who is responsible for what, making it easier to hold teams accountable for their work. This not only improves the quality of service delivered but also helps to build trust between the IT service provider and the client.
How to create an effective OLA
Creating an effective OLA requires careful planning and consideration. The following are some steps that can help you create an effective OLA for your IT service provider:
1. Identify the internal support teams involved in delivering IT services to clients.
2. Define the roles and responsibilities of each support team, including the processes and procedures that govern their work.
3. Define the interfaces between support teams, including the inputs and outputs of each team.
4. Define the metrics and reporting requirements for each support team, including how they will be measured and reported.
5. Review and update the OLA regularly to ensure that it remains relevant and reflects any changes to the way IT services are delivered.
In conclusion, an Operational Level Agreement (OLA) is a crucial component of IT service management that defines the internal workings of an IT service provider. It outlines the roles and responsibilities of the internal support teams involved in delivering IT services, ensuring that services are delivered consistently and of high quality. By creating an effective OLA, IT service providers can build trust with their clients, improve service delivery, and avoid finger-pointing when issues arise.