Question about SLA & OLA

General discussion on all aspects of the IT Infrastructure Library (ITIL)
Post Reply
User avatar
fafa
Newbie
Newbie
Posts: 1
Joined: Thu Sep 10, 2009 8:00 pm

Fri Sep 11, 2009 11:21 am

I want to ask, is that SLA must be "legally binding" ? on the other hand, OLA is a best efforts agreement ?

Thanks.


User avatar
rpmason
ITIL Expert
ITIL Expert
Posts: 105
Joined: Thu May 24, 2007 8:00 pm
Location: USA

Fri Sep 11, 2009 1:09 pm

By definition, an SLA is not a contract. It is an agreement between IT and the business. Contract or not, if IT doesn't live up to the SLA, there can be repercussions, financial and otherwise.

Whether your SLAs and OLAs are "legally binding" or "best effort" or "impossible to support" depends on what has been negotiated; that is, the content of the agreements.
Ruth Mason
USA
User avatar
Doober
Senior Itiler
Senior Itiler
Posts: 30
Joined: Thu Apr 03, 2008 8:00 pm

Thu Sep 17, 2009 2:57 pm

Someone correct me if I'm wrong, but OLA's tend to be the structure upon which you can actually build SLAs.

Its no sense agreeing to your customer that new employees can be onboarded in 3 business days unless each team involved in that activity can execute in less time than that.
User avatar
rpmason
ITIL Expert
ITIL Expert
Posts: 105
Joined: Thu May 24, 2007 8:00 pm
Location: USA

Fri Sep 18, 2009 9:35 am

Hi Doober. Long time, no see.

Yes, you should have your OLAs and your UCs set before you finalize an SLA.

For the newbies:
OLA - between IT departments/areas/silos
UC - between IT and the vendor/contractor/bloodsucker
SLA - between IT and the business/customer/the-reason-you-have-a-job

I don't think ITIL has an acronym for the handshakes between ITSM processes, say Change and Incident, but you'll need to consider that, and other things, in your SLA too.
Ruth Mason
USA
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Fri Sep 18, 2009 9:41 am

I would use OLA between processes and departments equally
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Post Reply