What OLA and UC stand for ?

[wakespirit]

Dear all,

I am actually learning service now and comes to some point in test question of SLA, OLA and UC where they gets configured. Answer was in SLM menu (Service Level managment)

What is OLA and UC anacronym stand for ?

regrds

[helmut_bernhard]

OLA = Operational Level Agreement

UC = Underpinning contract

[Mark Stanger]

OLA stands for 'Operation Level Agreement', UC stands for 'Underpinning Contract'.  In practice, these are just labels for different types of SLA-type agreements.  The functionality is the same regardless of your choice here so if you don't need to define one vs the other just use SLA.

Typically OLAs are internal organization-organization agreements and SLAs are with an external company.

Please mark this response correct if I've answered your question.  Thanks!

[wakespirit]

OK good, but is there any reason why in my Service Level Management menu of my dev instance I do not see any module relative to OLA or UC ?

[Mark Stanger · Accepted solution]

Nope, no reason.  You could create it, but in my experience it's pretty rare for an organization to care about these terms as it relates to the ServiceNow SLA definitions.  They're important in contractual terms, but not really that significant in terms of the tool.  It's just there to use if it's needed.