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Difference between a SLA nad OLA

Posted on 2016-10-27
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What is the difference between a Service Level Agreement and Operation Level Agreement ?

A. SLA is legally binding, OLA is a best efforts agreement  OR
B. SLA defines servicdes to be provided, an OLA defines internal support needed to deliver.
C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
D. An SLA is with an external customer, an OLA is with an internal customer
Which answer is better ?

Thx
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Question by:AXISHK
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Expert Comment

by:zzynx
ID: 41861771
An OLA defines the interdependent relationships in support of a SLA. The agreement describes the responsibilities of each internal support group toward other support groups, including the process and time frame 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.

The purpose of the OLA is to help ensure that the underpinning activities that are performed by a number of support team components are clearly aligned to provide the intended SLA.

If the underpinning OLA(s) are not in place, it is often very difficult for organisations to go back and engineer agreements between the support teams to deliver the SLA. OLA(s) have to be seen as the foundation of good practice and common agreement.
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Author Comment

by:AXISHK
ID: 41861781
So, which one will be the best choice ? Thx
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Accepted Solution

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zzynx earned 2000 total points
ID: 41861971
B I think
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