ITIL Question #118: Real Exam Question with Answer & Explanation

The correct answer is A: An agreement between the service provider and another part of the same organization. An OLA is an internal agreement between two groups within the same service provider organization, underpinning the commitments made in an SLA.

Question

What is the BEST description of an operational level agreement (OLA)?

Options

AAn agreement between the service provider and another part of the same organization
BAn agreement between the service provider and an external organization
CA document that describes to a customer how services will be operated on a day-to-day basis
DA document that describes business services to operational staff

Explanation

An OLA is an internal agreement between two groups within the same service provider organization, underpinning the commitments made in an SLA.

Common mistakes.

B. An agreement between the service provider and an external organization describes an Underpinning Contract (UC), not an OLA, which is strictly internal.
C. A document describing day-to-day service operations for a customer is characteristic of a Service Level Agreement (SLA), which is customer-facing, not an OLA.
D. A document describing business services to operational staff describes a service catalogue entry or service definition document, not an OLA, which is a formal agreement rather than a descriptive document.

Concept tested. Operational Level Agreement definition and scope

Reference. https://www.axelos.com/best-practice-solutions/itil

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