Service level management is now primarily responsible for recording service requirements as well as monitoring and reporting of agreed service levels. The Service Level Agreement expands the definition of service from the service catalogue and sets detailed service level objectives, mutual responsibilities and other specific service-specific requirements for a particular (group) of customers. The emphasis is on defining requirements from the customer`s point of view. Purpose: Service Level Management (SLM) aims to negotiate service level agreements with customers and design services in accordance with agreed service level objectives. This ITIL process is also responsible for ensuring that all enterprise-level agreements and support contracts are appropriate, and monitoring and reporting on the level of service. (z.B. to SLAs superior to the corporate or customer level, which also apply to this agreement) Often, a multi-level ALS structure is adopted to avoid duplication and reduce the frequency of updates, as in the following example of a three-step ALS: An Operational Level Agreement (OLA) defines interdependent relationships to support a Service Level Agreement (SLA).  The agreement outlines the responsibilities of each internal support group to other support groups, including the process and timing of the delivery of their services. The objective of the OLA is to provide a clear, concise and measurable description of the service provider`s internal assistance relationships. Overview – Service Level Agreement – Content – Types of Support Required and Support Levels – Service Level Requirements/Targets Which of the following processes is responsible for regularly auditing agreements at the operational level (OLAs)? If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide the OLA. OLA (s) should be seen as the basis of good practice and common agreement. The SLA document develops from the service level requirements during the service design process.
Service level management was fully reviewed in ITIL 2011 after the introduction of the design coordination process. A service level contract usually contains the following information (actual content may vary depending on the type of service): Train with Skillset and take your certification exam. Faster. It`s guaranteed. Skillset can help you get ready! Sign up for your free Skillset account and take the first steps towards your certification. ITIL Process: ITIL Service Design – Service Management  Capacity Manager, Availability Manager, IT Service Continuity Manager and Financial Manager (see → role descriptions…) OLA (s) do not replace ALS. The objective of the OLA is to ensure that the underlying activities, carried out by a number of members of the support team, are clearly directed to provide the proposed ALS. Technical standards and specifications of the technical service interface are based on: Checklist `Service Level Agreement (SLA), Operational Level Agreement (OLA) of the ITIL Process Map OLA is sometimes extended to other phrases, but they all have the same meaning: There is an important point to consider: at the agreement of an ALS, the service provider acts as a service provider to the company; in the case of an OLA, the agreement is reached between two parties within the service provider`s organization.