For IT department, are users customers (OLA vs SLA)

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Mon Jan 25, 2016 7:00 pm

Tue Jan 26, 2016 1:57 am

I know the difference between OLA and SLA. It is obvious when we talk about external customers.

But what about e.g. IT Department? It provides a service to users and these users are therefore its customers (for example in asset management requests etc.).

Also when defining processes and response times, should I use SLA or OLA? I think it should be SLA as my users use the service of IT Deparment. But again, those users are from different functional groups so it would rather be OLA..

Please advise

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