SLA vs OLA

[rhofing]

I am building a small service catalog that will have SLA`s.   I want to better understand SLA's and OLA's.

If I am understanding the difference between the two, the OLA will be attached to individual catalalog tasks. Task 1 has an OLA of 1 day, task 2 has an OLA of 8 hours, etc.

The SLA =, if I am understaing this correctly, applies to the catalog request as a whole (ie one SLA can have one or more OLA's). What I want to undertsand better is the relationship between OLA and SLA.  

So, if the SLA is 5 days, then the total of any OLA's defined have to add up to 5 days?   Is this correct?   If so, is there a check done when defining the SLA's and OLA's to make sure they add up correctly?   For example, if I define an SLA of 3 days, but my OLA's add up to 5 days, will this be flagged?

Thank you!

Ric

[india]

Hello RIC ,

Easiest way SLA/OLA/UC

SLA ;- In between your company and end user(customer)

OLA;-In between your company and company peoples

UC:-In between your company and the vendor through which you are getting your "MATERIAL" (as router,pc etc)

Key rule is SLA>OLA>UC

Else there is higher chances of breaching.

In servicenow as said by ctomasi only label difference.

Regards'

Kirtesh

Pls mark as Correct/Helpful/Like if you feel so:-)

[kehneah]

What if my customer is also within my company? Does that make it an OLA or SLA?

[Chuck Tomasi]

Hi Kenny,

It depends who is responsible for doing the work. If you, your team, or your department (whatever) is doing it, it's referred to as an SLA. If another team/department is doing it, then it's an OLA. Again, functionally there is no real difference in how it is calculated, executed, etc. It's just a label to help with reporting.

[ankit_gupta1]

An SLA is a contract between the IT Organization and the End User

An OLA is a contract between IT departments

An UC is a contract between the IT organization and suppliers.

[Astha2]

SLA (Service Level Agreement)	The contract between the IT Organization and the End User
OLA (Operational Level Agreement)	The contracts between IT departments
UC (Underpinning Contract)	The contract between the IT organization and suppliers