ITIL · Question #118
What is the BEST description of an operational level agreement (OLA)?
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
How the community answered
(37 responses)- A89% (33)
- B5% (2)
- C3% (1)
- D3% (1)
Why each option
An OLA is an internal agreement between two groups within the same service provider organization, underpinning the commitments made in an SLA.
An OLA (Operational Level Agreement) formalizes the working relationship and mutual responsibilities between internal departments or teams within the same organization, such as between the service desk and a network support team. It exists to ensure that internal groups commit to the performance levels necessary to meet the external SLA obligations made to customers. This internal nature is what distinguishes an OLA from an SLA or an underpinning contract.
An agreement between the service provider and an external organization describes an Underpinning Contract (UC), not an OLA, which is strictly internal.
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.
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
Source: https://www.axelos.com/best-practice-solutions/itil
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