An SLA is an agreement between a customer and service provider that defines the services to be provided and required service levels. An OLA is an internal agreement within a company that defines how groups will deliver services to support the SLA. While an SLA is a public commitment to customers, an OLA is an internal agreement on how groups will work together to ensure the SLA is met. OLAs form the foundation to enable the organization to fulfill its commitments in the SLA.

1. Service Level Agreement
Vs
Operational Level Agreement
DEEPTI MISHRA

2. A Service Level Agreement (or SLA) is an agreement
between two or more parties, where one is the
customer and the others are service providers.
SLA is the service part of a contract which defines
exactly what services a service provider will provide
and the required level or standard for those services.
SLA Vs OLA 2
Service Level Agreement

3. The SLA is generally part of an outsourcing or managed
services agreement, or can be used in facilities
management agreements and other agreements for the
provision of services.
The SLA should set out the overall objectives for the
services to be provided, include a detailed description of
the services.
SLA Vs OLA 3
Service Level Agreement

4. Operational Level Agreement
An operational level agreement (OLA) is a contract that
defines how various groups within a company plan to
deliver a service or set of services.
OLA’s are designed to address and solve the problem of
IT by defining the specific set of IT services that each
department is responsible for.
OLA(s) are not a substitute for an SLA.
SLA Vs OLA 4

5. Operational Level Agreement
The purpose of the OLA is to help ensure that the
underpinning activities that are performed by a number
of support team components are clearly aligned to
provide the intended SLA.
OLA(s) have to be seen as the foundation of good
practice and common agreement, the sum of which may
contribute to an SLA.
SLA Vs OLA 5

6. SLA is what an organization as a whole, is promising to the
customer .
OLA is what the functional groups promise to each other in
an organization.
SLA Vs OLA 6
SLA Vs OLA

7. SLA is directly impact to the financial part of an
organization.
SLA has to be measureable and completely supported by the
OLA’s that the SLA is reliant on.
SLA Vs OLA 7
SLA Vs OLA

8. OLA will need to state everything that the functional
groups will need to do in relation to each other to
support the SLA.
SLA Vs OLA 8
SLA Vs OLA

9. SLA Vs OLA 9