How to create OLA for request item.Please any body help .i go through wiki but i cant understand .

[employee]

How to create OLA for request item.Please any body help .i go through wiki but i cant understand .In my environment I wont to create ola on service request .

[Anurag Tripathi]

if you understood SLA, then just implement that n select the type as OLA, technically there is no difference in OOTB model

[employee]

which table i wont to take catalog task or request item .tell me.i need service request for ola.

[Govind Kumar S1]

Hi Vishal,

Go to SLA definition , from there you can create OLA for request item.

Table- Requested item

you need to provide start , Pause and end Condition here.

Thanks & Regards

Govind Kumar Sharma

PS: Hit like, Helpful or Correct depending on the impact of the response.

[Deepak Ingale1]

Hi Vishal,

1) SLA : Service Level Agreement between service provider and customer. e.g. you may have a SLA of 2 Hrs for P1 incident, which means your service provider has to resolve the incident within 2Hrs.

2) OLA: Operation level agreement which exists between the internal groups of Service Provider. e.g. You may have a SLA of 2Hrs for P1 incident and you may have a 30 Mins of OLA for "Network" team of Service Provider which will indicate that if P1 incident comes to Network team, they have to analyse it within 30 minutes timeframe.

Now, in case of RITM, your requested item   is normally fulfilled by different groups. So you will require to have a backend OLA on catalog task table for each fulfillment group. and   frontend SLA on RITM level.

rfedoruk : Your suggestions are welcome.