As businesses and organizations continue to grow, it`s important to have a clear understanding of the roles and responsibilities of each department. One way to achieve this is through the use of operational level agreements (OLAs).
An OLA is a documented agreement between two or more internal teams that outlines the specific responsibilities and expectations each team has in regards to a particular service or process. OLAs are typically used in IT service management (ITSM) to ensure that all parties involved are clear about their roles in providing IT services.
OLAs are different from service level agreements (SLAs) in that SLAs focus on the customer-facing aspects of service delivery, while OLAs focus on the internal processes and responsibilities that support those services.
For example, an SLA might outline the availability and response times of a company`s help desk support, while an OLA would outline the responsibilities of the help desk team, network team, and software team in resolving any issues that arise.
OLAs can also be used in non-IT departments, such as human resources, facilities, and finance. In these cases, OLAs can be used to ensure that each department understands their responsibilities in supporting the overall goals and objectives of the organization.
OLAs are important because they help to prevent confusion and misunderstandings between different departments. By establishing clear guidelines and expectations, OLAs can help to improve communication and collaboration between teams, leading to more efficient and effective operations.
Overall, an OLA is an essential tool for any organization looking to improve its internal processes and ensure that all teams are aligned in their efforts to provide the best possible service to customers. By creating and following OLAs, businesses can streamline their operations, reduce costs, and improve customer satisfaction.