ON OLA Creation

[Sai Krishna6147]

How can i create Operational level Agreement and what are roles for creating OLA

[VishaalRanS · Accepted solution]

Hi @Sai Krishna6147 

Please go through the below links for creating Operational level Agreement:

Creating SLA/OLA definition automatically by busin... - ServiceNow Community

How to create OLA for request item.Please any body... - ServiceNow Community

Thanks, and Regards

Vishaal

Please mark this response as correct or helpful if it assisted you with your question.

[Dr Atul G- LNG · Accepted solution]

Hi @Sai Krishna6147 

https://youtu.be/l-Tb-rJVru4?si=ICc93SEpCqz-tul0

[VishaalRanS · Accepted solution]

Hi @Sai Krishna6147 

Please go through the below links for creating Operational level Agreement:

Creating SLA/OLA definition automatically by busin... - ServiceNow Community

How to create OLA for request item.Please any body... - ServiceNow Community

Thanks, and Regards

Vishaal

Please mark this response as correct or helpful if it assisted you with your question.

[Dr Atul G- LNG · Accepted solution]

Hi @Sai Krishna6147 

https://youtu.be/l-Tb-rJVru4?si=ICc93SEpCqz-tul0

[thullurishalini]

Creating an Operational Level Agreement (OLA) in ServiceNow involves several key steps:

1. Define the OLA: Outline the specific services, responsibilities, and performance metrics between internal support groups.
2. Create SLA Definitions: Navigate to All > Service Level Management > SLA > SLA Definitions and click...1.
3. Set Conditions: Define the start, pause, and stop conditions for the OLA. These conditions determine when the OLA timing starts, pauses, and stops2.
4. Assign Roles: Typically, roles involved include Service Owners, Process Owners, and IT Managers who ...2.

[Sandeep Rajput · Accepted solution]

@Sai Krishna6147 

To create an Operational Level Agreement (OLA) in ServiceNow, you would follow a similar process as creating Service Level Agreements (SLAs), but OLAs are focused on internal support groups rather than external customers.

Steps

1. Define the OLA conditions:

   • Navigate to Service Level Management > SLA Definitions.
   • Click New to create a new SLA.
   • Choose the Type as OLA (Operational Level Agreement).
   • Set the Target and define the Start, Stop, and Pause Conditions to specify when the OLA begins, pauses, and ends.

2. Attach the OLA to a process:

   • Define under which conditions the OLA applies, such as incident, change request, or any other task-based processes.
   • Use workflows to trigger notifications or escalations based on OLA breach.

3. Monitor OLA Performance:

   • Use the SLA Breach reports to track the performance of OLAs.
   • Create dashboards to monitor OLA adherence by internal teams.