Difference between Task SLA and Task OLA in catalog item

[Sachin G K1]

Hi All,

• What is the actual difference between Task SLA and Task OLA?
• Is always both should be same? 
• I thought "Task SLA" is related RITM fulfillment and "Task OLA" is related to Task fulfillment(which is present under ritm) is that correct?
• We populate the TASK due date from flow which we create for creations of tasks in RITM. But how RITM due date gets populated based on "TASK SLA". 

Thanks in Advance,

SACHIN G K

[Musab Rasheed · Accepted solution]

Hello,

This link has everything, Please go through and explore yourself, I would like to answer last line of your question

RITM due date is independent field and in case you are attaching SLA you can simply copy SLA due date to RITM due date field, I don't think there is any other logic.

https://community.servicenow.com/community?id=community_question&sys_id=1d2644d5dba133c4a39a0b55ca96198d

Regards

[Sachin G K1]

Hi Musab, 

Can you please answer to my second and third question.

[Musab Rasheed]

Here is the answer

http://www.differencebetween.net/miscellaneous/difference-between-ola-and-sla/#ixzz5oQVeKbAs

you need to decide what kind of Task is that and based on that you need to define SLA/OLA, generally speaking it should be SLA since you are delivering/fulfilling something.

But but but SLA is mostly at RITM and not at SCTASK level, Also if companies internal folks are working on SCTASK then SLA/OLA is not even required because both are for actually for those service companies who are delivering things to you but also there is no harm in using SLA/OLA for your company purpose as this will keep track of things correctly.

Hope I'm not confusing you

Regards

[PrashantLearnIT]

Hi Sachin, 

SLA-

Service Level Managers are responsible for a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided. Service level agreements (SLAs) provide the customer with an expectation of service within a known timescale and the ability to monitor when service levels are not being met.

The service level management application includes the following:

SLA definitions

Use the SLA Definition record to define a specific set of criteria that would result in an SLA being generated. You must define some of the following parameters:

• Table: SLAs can be defined against any task table
• Duration: You can specify the time duration in which the service must be provided to the customer.
• Schedule: You can specify the schedule, which indicates valid working and non working days that the service provider follows to deliver the service. The selected schedule will be used to determine when the SLA will breach.
• Conditions: You can specify the conditions under which the SLA will start, pause, stop, or reset.

YOUR LINK :

https://docs.servicenow.com/bundle/helsinki-it-service-management/page/product/service-level-managem...

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-managemen...

https://www.youtube.com/watch?v=1_T2VtFbldQ

https://www.youtube.com/watch?v=-2YVPQXDmqU

OLA-  IS In between your company and company peoples

DIFFERENCE :

OLA vs SLA

OLA, or Operational Level Agreement, and SLA, or Service Level Agreement, are agreements that are widely used in the Information Technology sector. Well, the names itself show that they are different in their characteristics.

When taking about the two, OLA refers to the operational level of agreement, and SLA refers to the service level of agreement. SLA focuses on the service part of agreement, like the uptime of services and performance. On the other hand, OLA is an agreement in respect to maintenance and other services.

Let us first see what SLA stands for. The Service Level Agreement is basically a contract between a service provider and a customer. The agreement ensures that all the computer equipment will be well maintained.

When talking about OLA, it is an agreement between the internal support groups of an institution that supports SLA. According to the Operational Level Agreement, each internal support group has certain responsibilities to the other group. The OLA clearly depicts the performance and relationship of the internal service groups. The main objective of OLA is to ensure that all the support groups provide the intended Service Level Agreement.

Read more: 

Difference Between OLA and SLA | Difference Between http://www.differencebetween.net/miscellaneous/difference-between-ola-and-sla/#ixzz5oQVeKbAs

https://community.servicenow.com/community?id=community_question&sys_id=418f36e9db58dbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=c2418fe5db98dbc01dcaf3231f96...

 http://www.differencebetween.net/miscellaneous/difference-between-ola-and-sla/

 https://serverfault.com/questions/12999/whats-the-difference-between-a-sla-and-an-ola

Best Regards,

Prashant

If my answer helped you in any way, please mark this as helpful and make this a correct answer.