As businesses grow and evolve, it becomes increasingly important to establish a solid foundation for their operations. One way to accomplish this is through the use of ITIL Operational Level Agreements, or OLAs. These agreements provide a framework for defining service level agreements (SLAs) between different departments or functional areas within an organization. In this article, we`ll explore an example of how an OLA might be used in practice.
Let`s say for example that we`re working with a mid-sized software development company. The company has several departments, including development, quality assurance, and support. Each department has its own unique responsibilities but is also dependent on the others to ensure that the software is developed and delivered to the customer on time and with high quality.
In this scenario, the development department is responsible for writing the code and building the software product. Quality assurance is responsible for testing the software to ensure it meets customer requirements and is free of bugs and defects. Support is responsible for addressing customer issues and helping them troubleshoot the software when necessary.
To ensure that these departments work together seamlessly, an OLA would be established between them. The OLA would define roles and responsibilities, as well as service level targets for each department. For example, the OLA might stipulate that the development department must deliver code to quality assurance within 48 hours of completion, and that quality assurance must complete testing and provide feedback within three days of receipt. Support, in turn, might be required to respond to customer issues within 24 hours of being notified.
Establishing an OLA like this helps to ensure that each department is aware of its responsibilities and is committed to meeting service level targets. It also provides a framework for resolving disputes or issues that may arise. For example, if quality assurance feels that the code delivered by development isn`t up to par, they can refer back to the OLA to ensure that development meets their obligation to provide high-quality code within the specified timeframe.
In addition to defining roles and responsibilities, an OLA may also outline escalation processes in the event that service level targets are not met. For example, if quality assurance is consistently experiencing delays in code delivery from development, they may escalate the issue to senior management to resolve.
Overall, an ITIL Operational Level Agreement is an essential tool for any organization with multiple departments or functional areas. By establishing clear service level targets and responsibilities, an OLA helps to ensure that all departments work together seamlessly and that customer expectations are met or exceeded. As this example illustrates, an OLA can be tailored to meet the unique needs of any organization and can be an invaluable asset in ensuring operational efficiency and success.