SLA and OLA
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12-01-2018 10:50 PM
I had a look into previous threads but could not find any explaining how OLAs are managed in ServiceNow finally matching to the SLA to the customer. A few OLAs assigned to different groups) can be there for one ticket issued to the customer. I believe the answer would touch Tasks , RACI matrix and Workflows. Any advise on how it could be implemented would be helpful
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12-01-2018 11:01 PM
In service-now: if we talk in terms of the functionality point of view then there is just a different in field labels.
but for ITIL perspective :
- An SLA is a contract between the IT Organization and the End User.
- An OLA is a contract between IT departments.
- The Operational Level Agreement is more technical than the Service Level Agreement.
for more explanation kindly check the thread below.
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12-01-2018 11:29 PM
It would depend on how service contracts are managed in your organization. These are just different terms in ITIL and all represent the same concept of SLA's. The Type field on an SLA is just used for reporting purpose.
- You could set it as an SLA Type if the contract is between your ICT and end users
- You could set it as an OLA Type if the contract is between your ICT departments
- You could set it as an Underpinning Contract if the contract is between your ICT and external vendor to whom you have outsourced a work. This is the typically the most used type of SLA.
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12-02-2018 05:04 PM
Thanks Alikutty, It was helpful for a direction. Please consider a scenario as follows:
An end user requests a mobile phone from IT. It was just a one service for the user. However, that request could be flowed through IT and Procurement departments. How could different tasks are assigned to different departments adhering to one SLA to the user?
I believe the ticket can be divided into tasks and OLAs should be set to each task. If so how this could be achieved in ServiceNow? Do we have to set workflows for each and every service defined in the service catalog? Any guidance would be helpful
