This document discusses negotiating and managing operational level agreements (OLAs) in a multisourcing IT environment. OLAs define operational expectations between suppliers and need to be embedded in contracts and governance. OLAs should be negotiated along with service level agreements (SLAs) and key performance indicators (KPIs) when entering or renewing a master service agreement (MSA). Negotiations should focus on process, use past data, and involve supplier leadership. OLAs and SLAs both require penalties and performance management, and OLAs need to be managed through communication, meetings, and software to track tasks between suppliers.