Operating Level Agreement Template

Published: May 2008 For the latest information, please see http://www.microsoft.com/mof.

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Operating Level Agreement Template

The following table helps set the stage for preparing an operating level agreement (OLA). Setting the Stage Why an OLA? Set customer expectations. Align information technology (IT) services with critical business tasks and services. Facilitate realistic and measurable service level goals. Manage escalations.

Critical success factors (CSFs)

CSFs include: Visible sponsorship by informed senior management. Effective team collaboration consisting of: Facilitated weekly and monthly service level meetings. Participants from service desk, functional support management, and senior management. Documented and published expectations with customer-focused outcomes. Solid project plan, with OLAs reviewed regularly and adapted as business needs change. Effective communication within IT. Tools and reports with: Regular training. Issues addressed. Considerations include: Business requirements. Support process definitions. Service level definitions. Measurement capability.

Considerations

Operating Level Agreement Template

Setting the Stage Key capabilities Key capabilities include: Implementing process improvements. Automating where feasible. Implementing and managing service levels. Providing appropriate notification when a service level breach is imminent. Linking to change management and configuration management. Adapting to current and future business processes. Weekly: Service level exceptions Open and closed incidents Monthly: Service level exceptions by category Service level exceptions by support groups Service level exceptions by priority

Measurement and reporting

Factors contributing to failure

These factors include: Poorly defined customer and business requirements. Fear of accountability. Lack of sponsorship. Poor planning in development and implementation. Wrong team members involved. Unrealistic timelines. Poor communication.

Operating Level Agreement Template

The following table provides a template for a basic OLA. Simple Document Template Suggested Wording This agreement is made between insert the name of the IT Service Level Manager or representative and insert the name of the IT Manager or representative This agreement covers the provision and support of insert the service and a description of the service and department IT guarantees the following objectives for the service: insert a description of the service deliverables The following are some examples: The support function must be available 24 hours a day, Monday through Saturday. Priority 1 and Priority 2 incidents must be resolved within 6 hours. Priority 3 and Priority 4 incidents must be resolved within 12 hours. Any downtime associated with changes to components delivering the service must occur outside the core hours of 08:00 21:00. All minor or standard changes must be acknowledged within two working days of receipt. This agreement remains valid until replaced by a revised agreement mutually endorsed by the signatories indicated below. This agreement will be reviewed every six months, but can be changed at any time as agreed upon by the signatories indicated below. Signatories: Name: Position: (business organization or IT organization representative or Service Level Manager) Date: Client Specifics