What information should be collected to create an OLA and do you have a template available for use?

Janet

Hi Janet,

OLAs are critical to any organization trying to stabilize or improve the services they provide.

OLAs define how IT groups work together to meet IT service level requirements. Implementing OLAs takes mutual respect and a desire to improve Customer service, but the process is straightforward.

Please see the article I wrote titled "Solving the IT Silo Problem" which explains how to get going with OLAs, and provides step-by-step directions to answer your question!

We provide an OLA template in our workshops that teach how to do just what you asked -- but unfortunately, we do not provide them as outside of our courseware.

Thanks again, and I hope this helps -- Hank Marquis