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Operational Level Agreement (OLA): examples, checklists, template and download


Table of contents

  1. Service Scope and Description
  2. Service Levels and Metrics
  3. Roles and Responsibilities
  4. Dependencies and Relationships
  5. Communication Protocols
  6. Escalation Procedures
  7. Review and Revision Process
  8. Performance Monitoring and Reporting
  9. Service Improvement Initiatives
  10. Service Outage and Incident Response
  11. Service Continuity and Disaster Recovery
  12. Document Control and Versioning
  13. Signatures and Approvals

Service: [IT HELPDESK] {document template}

1. Service Scope and Description

1.1 Overview

The IT Help Desk Support service provides technical assistance and issue resolution for end-users within the organization. It covers hardware and software-related problems, user account support, and general IT inquiries.

1.2 Inclusions

  • Troubleshooting of software applications.
  • Diagnosis and resolution of hardware issues.
  • Password resets and account management.

1.3 Exclusions

  • Custom software development.
  • Major infrastructure upgrades.

2. Service Levels and Metrics

2.1 Performance Metrics

  • Response Time: Within 30 minutes for high-priority issues.
  • Resolution Time: 80% of issues resolved within 4 hours.

3. Roles and Responsibilities

3.1 IT Help Desk Team

  • Provide first-level support for end-user issues.
  • Escalate unresolved issues to the appropriate IT teams.
  • Maintain knowledge base for common issues and solutions.

3.2 Network Administration Team

  • Provide second-level support for network-related issues.
  • Collaborate with the IT Help Desk team for issue resolution.
  • Implement preventive measures to avoid network disruptions.

4. Dependencies and Relationships

4.1 Inter-Team Dependencies

The IT Help Desk team depends on the Network Administration team for addressing connectivity and network-related issues promptly.

5. Communication Protocols

5.1 Communication Channels

  • Email: For non-urgent communications and updates.
  • Phone: For immediate assistance and high-priority issues.

5.2 Reporting Procedures

  • Weekly status meetings between the IT Help Desk and Network Administration teams.
  • Monthly performance reports shared with IT management.

6. Escalation Procedures

6.1 Issue Escalation

Issues unresolved by the IT Help Desk within the defined timeframes will be escalated to the Network Administration team with a detailed incident report.

7. Review and Revision Process

7.1 Review Frequency

The OLA will be reviewed quarterly to ensure it aligns with the evolving needs of the organization.

7.2 Revision Process

Proposed revisions will be submitted to the IT Steering Committee for approval.

8. Performance Monitoring and Reporting

8.1 Monitoring Process

Performance will be monitored using ticketing system data and user feedback.

8.2 Reporting Format

Performance reports will be shared in a standardized format with metrics, trends, and areas for improvement.

9. Service Improvement Initiatives

9.1 Continuous Improvement Goals

Implement a quarterly training program for IT Help Desk staff to enhance problem-solving skills and reduce resolution times.

10. Service Outage and Incident Response

10.1 Incident Response Times

Critical incidents will be acknowledged within 15 minutes, with a resolution goal of 2 hours.

10.2 Communication During Outages

During service outages, regular updates will be provided through email and posted on the company intranet.

11. Service Continuity and Disaster Recovery

11.1 Continuity Measures

Regular backups of critical systems will be maintained to ensure data integrity and rapid recovery in case of data loss.

11.2 Disaster Recovery Plan

A comprehensive disaster recovery plan outlines procedures for restoring IT services in the event of a major disruption.

12. Document Control and Versioning

12.1 Document Control

The IT Manager will be responsible for document control and ensuring that the OLA is accessible to all relevant parties.

12.2 Version History

VersionDateChanges Made
1.001/01/2023Initial Draft
1.103/15/2023Added Service Improvement Initiatives

13. Signatures and Approvals

We, the undersigned, agree to the terms and conditions outlined in this Operational Level Agreement:

[Signature Section for IT Help Desk Team Representative]

[Signature Section for Network Administration Team Representative]

[/end of template]

Definition: Operational Level Agreement

What is a operational level agreement?
Commonly used in the realm of IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) practices, an Operational Level Agreement (OLA) is a type of agreement that defines the responsibilities, relationships, and expectations between different internal teams or departments within an organization.

Read the full definition >

Checklist: What to include in a OLA

What should be included in your operational level agreement?
Read this checklist to make sure your create a comprehensive and well-structured document that promotes clarity, collaboration, and effective service delivery among different operational teams.

More on what to include in your OLA document >