Creating an operational level agreement (OLA) is essential for ensuring proper communication and collaboration between different departments within an organization. An OLA sets the expectations and responsibilities of each team involved in a project or service, ensuring that everyone is on the same page and working towards the same goal. Here are some steps to follow when creating an OLA:
1. Define the purpose of the OLA: Before creating an OLA, it is important to define the purpose of the document. This will help you determine which teams need to be involved, what tasks need to be included, and how the document will be used.
2. Identify the teams involved: Determine which teams will be involved in the project or service. This can include IT, marketing, sales, customer service, and any other department that may be involved.
3. Define the services or tasks: Clearly define the services or tasks that will be provided by each team. This includes the scope of the project, the expected outcomes, and any timelines or milestones.
4. Define the responsibilities of each team: Clearly outline the responsibilities of each team and individual involved in the project or service. This includes who will be responsible for each task, who will be the point of contact for each team, and how issues will be escalated if necessary.
5. Establish service level objectives: Define service level objectives (SLOs) for each team involved in the project or service. This includes the expected levels of performance, availability, and response time for each task or service.
6. Define key performance indicators: Define key performance indicators (KPIs) to measure the performance of each team. This includes metrics such as response time, uptime, and customer satisfaction.
7. Review and revise: Once the OLA is created, it is important to review and revise the document regularly to ensure that it remains up-to-date and relevant. This includes reassessing SLOs and KPIs, updating responsibilities and tasks, and addressing any issues or concerns that arise.
Creating an operational level agreement is essential for ensuring proper communication and collaboration between different teams within an organization. By following these steps, you can create an OLA that sets clear expectations and responsibilities, establishes service level objectives and key performance indicators, and ensures that everyone is working towards the same goal.
