nerdexam
PeopleCert

ITIL · Question #436

Which of the following BEST describes an operational level agreement (OLA)?

The correct answer is B. It is an agreement between a supplier and another part of the same organization that assists with. An Operational Level Agreement (OLA) is an internal agreement between the service provider and another unit within the same organization, supporting the delivery of services committed to in an SLA.

Generic concepts and definitions

Question

Which of the following BEST describes an operational level agreement (OLA)?

Options

  • AIt contains targets that underpin those within an SLA to ensure that targets will not be breached
  • BIt is an agreement between a supplier and another part of the same organization that assists with
  • CIt is a written agreement between a supplier and the IT customer(s), defining the key service
  • DIt is a legally binding contract outlining services delivered to an IT service provider that underpin a

How the community answered

(24 responses)
  • A
    4% (1)
  • B
    92% (22)
  • D
    4% (1)

Why each option

An Operational Level Agreement (OLA) is an internal agreement between the service provider and another unit within the same organization, supporting the delivery of services committed to in an SLA.

AIt contains targets that underpin those within an SLA to ensure that targets will not be breached

While OLAs do support SLA targets, this description omits the critical distinguishing characteristic that an OLA is between internal parties of the same organization.

BIt is an agreement between a supplier and another part of the same organization that assists withCorrect

An OLA is defined in ITIL as an agreement between an IT service provider and another part of the same organization - for example, between the service desk and the network team - that specifies the responsibilities and targets needed to support SLA delivery. Because it is internal, it is not a legally binding contract but rather a cooperative commitment between organizational units.

CIt is a written agreement between a supplier and the IT customer(s), defining the key service

An agreement between a supplier and IT customers that defines key service targets describes a Service Level Agreement (SLA), not an OLA.

DIt is a legally binding contract outlining services delivered to an IT service provider that underpin a

A legally binding contract that underpins service delivery describes an Underpinning Contract (UC) with an external third-party supplier, not an OLA.

Concept tested: Definition and purpose of an Operational Level Agreement

Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

Topics

#OLA#operational level agreement#service agreements#underpinning contracts

Community Discussion

No community discussion yet for this question.

Sign up to join the discussion
Full ITIL Practice