As businesses move towards a more digitized approach to their operations, having a solid operational level agreement (OLA) is becoming increasingly important. OLAs define the expectations and responsibilities of different departments and teams within a company, ensuring that everyone is working towards the same goals and objectives. But with so many different OLAs available, which one should you choose?
Before we dive into the different types of OLAs, let`s first define what they are. An OLA is a document that outlines the agreements between two or more internal parties in a company. It defines the services provided, the expected level of service, and the responsibilities of each party. OLAs are particularly important in IT service management, where different teams may need to work together to deliver a seamless service.
Now, let`s explore the three main types of OLAs:
1. Service-based OLAs – This type of OLA focuses on defining the service level expectations between two teams. For example, the IT department may have a service-based OLA with the HR department, outlining the level of support they can expect when it comes to employee onboarding and training. Service-based OLAs are useful when there is a clear service being provided, and there are well-defined metrics for measuring success.
2. Customer-based OLAs – As the name suggests, this type of OLA is focused on the customer. It defines the level of service a customer can expect to receive, such as response time, resolution time, and availability. Customer-based OLAs are particularly important in customer-facing departments such as sales and marketing, where customer satisfaction is key.
3. Multi-level OLAs – This type of OLA is the most complex, as it involves multiple parties and levels of service. For example, the IT department may have a multi-level OLA with both the HR and finance departments, defining the level of service they can expect when it comes to technology support and financial reporting. Multi-level OLAs are useful when there are multiple levels of service being provided, and there is a need for clear communication and coordination between different parties.
So, which type of OLA should you choose? The answer depends on your specific business needs and objectives. If you are looking to define the level of service between two teams, a service-based OLA may be the best option. If you are focused on customer satisfaction, a customer-based OLA may be more appropriate. And if you have multiple parties involved in delivering a service, a multi-level OLA may be necessary.
In summary, having a solid operational level agreement is becoming increasingly important in today`s digital age. By defining expectations and responsibilities, OLAs ensure that everyone is working towards the same goals and objectives. When choosing which type of OLA to use, consider your specific business needs and objectives, and choose the one that best fits your requirements.