question Difference between sla and ola ? in ITSM forum

Difference between sla and ola ?

elizabeth keen — Mon, 20 May 2019 02:00:44 GMT

difference between sla and ola in servicenow

Re: Difference between sla and ola ?

Vinayak Patil2 — Sat, 15 May 2021 04:18:00 GMT

Hi,

1. Service Level Agreement focuses on the service part of the agreement, like uptime of services and performance. On the other hand, Operational Level Agreement is an agreement in respect to maintenance and other services.

2. The Service Level Agreement is basically a contract between a service provider and a customer. OLA is an agreement between the internal support groups of an institution that supports SLA.

3. When comparing the target groups, the OLA has smaller target group than the SLA.

4. Unlike the OLA, the SLA connects the service providers to the customers.

5. The Operational Level Agreement is more technical than the Service Level Agreement.

Re: Difference between sla and ola ?

mrbenwhite — Fri, 07 Oct 2022 14:53:16 GMT

Thanks for the helpful article, especially in regards to OLA!!

Re: Difference between sla and ola ?

Abderezak ZADRI — Fri, 09 Feb 2024 09:38:44 GMT

Thank you for this explanation, it is well explained