What is an OLA?
OLA is an acronym for Operational Level Agreement. OLAs are agreements made within the IT Service provider environment. The parties involved are the Service Level Manager (process owner) and staff from different functional areas of the IT organization. For example, if a service that is to be delivered to a customer requires internet access, then an OLA between the Service Level Manager and the head of Networks is called for. In reality such an OLA would encompass a large number of services, but the important point is that the Networks Manager is aware of his part in supporting the delivery of the service.
