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OPERATIONAL LEVEL AGREEMENTS

Operational Level Agreements Involving the Following Groups: <Group x>, <Group y>, & <Group z>

Pink Elephant Inc.

This template accompanies the book Defining IT Success Through The Service Catalog: A Practical Guide, Second edition. ISBN: 978-0-9810811-0-6

Care has been taken to ensure that the original template is accurate and complete, however, the publisher, author and distributor can accept no responsibility for any errors or omissions or for changes to the details given: for example any bespoking of the templates by individuals or organizations. These templates are not intended as a substitute for project specific legal advice which should always be sought where required.

DEFINING IT SUCCESS THROUGH THE SERVICE CATALOG

PURPOSE
The following Operational Level Agreements (OLAs) document the details of key functional activities provided by various sections within the Technology and Solutions department. It outlines the specific activities and tasks that are associated with each group and provides target specific numbers that make up the overall target determined by the Priority Model. This agreement will remain valid until superseded by a revised agreement endorsed by all Managers involved in any particular Operational Level Agreement. The template consists of the following sections described below: Service Input Authority (RACI) Matrix Group Target Output

Service
The service is the name of either a service, system, or application that is being outlined for the purposes of the OLA.

Input
The input is a description of the trigger or service activator, which starts the activities of the OLA, e.g. RFC, call to Service Desk.

Authority (RACI) Matrix


The RACI matrix is a means of identifying the role that each individual/group plays in completing the activities of a service. For every procedural step or activity, the RACI Matrix matches the roles or groups involved with specific levels of involvement. To differentiate these levels of involvement, the matrix specifies whether a role or group is accountable, responsible, consulted, or informed.
R A C I Responsible: Defined as the person(s) who are expected to perform the prescribed activity, resolve, and/or escalate the related issues. Multiple levels within the Matrix can do this. Accountable: Defined as the person in this process who has accountability for ensuring the overall process is, available, understood and performed within the organization. Consulted: Defined as the person(s) who has to be consulted before decisions and/or implementations are done. Informed: Defined as the person(s) who need to be informed about the prescribed activity.

Group
Refers to the parties involved in the OLA, including a description of the numbered activities at a high level (not work instructions or job descriptions), and the targets that they associate to the service. Activities with the same number indicate parallel activities.

Target
The target is based on the time it takes for each group to do all of their assigned activities and resolve their portion of the ticket, as well as, contributes to the overall target of the service.

OPERATIONAL LEVEL AGREEMENTS

Output
The output relates to the intended result of the service and its corresponding overall target.

Signoff
Signoff is by the individuals who are accountable for the activities of each group

DEFINING IT SUCCESS THROUGH THE SERVICE CATALOG

Functional Activity Description Input RACI A C I R(esponsible)

<Functional Activity Name>

<Description of the Service> <Trigger or activator> Group Detail (Activities)

Detail (Activities)

Target C H M L

<Group 1> <Group 2> <Group 3> <Group 4> <Group 5> Output Notes

1. 2. 3. 4. 5. <What is the result of the activity and how is it delivered?>

Service Level Management Operational Level Agreement Sign Off

<Name> <Title>

Date

<Name> <Title>

Date

<Name> <Title>

Date

<Name> <Title>

Date

Other Notes/Comments: Process Review Cycle: OLA to be reviewed every 12 months and changes to be agreed by above signatories.