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..
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