Which of the following is the PRIMARY reason for an IT department to establish operational level agreements (OLAs) in pursuit of improving management of IT service levels?

Question

Options

• ATo ensure service-level requirements for all internal IT functions are captured
• BTo document end-user requirements for IT services
• CTo ensure external providers understand service-level objectives
• DTo establish adequate budget allocation for IT services across business units

• A
  93% (50)
• B
  2% (1)
• C
  2% (1)
• D
  4% (2)

Explanation

Operational Level Agreements (OLAs) are internal agreements between IT teams (e.g., the help desk and the network team) that define how each group will support one another to meet broader Service Level Agreements (SLAs) - making option A correct, as OLAs exist specifically to capture service-level requirements across internal IT functions.

Option B is wrong because documenting end-user requirements is the purpose of SLAs or service catalogs, not OLAs - end users are external to the IT department's internal operations. Option C is wrong because external providers are governed by Underpinning Contracts (UCs), not OLAs, which are strictly internal documents. Option D is wrong because budget allocation is a financial management concern, unrelated to the service-level coordination that OLAs address.

Memory tip: Think of OLAs as the internal promises IT teams make to each other - if SLAs are the contract with the customer, OLAs are the backstage agreements that make fulfilling those contracts possible.

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