What OLA and UC stand for ?

wakespirit · ‎11-08-2018

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

Mark Stanger · ‎11-08-2018

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.

View solution in original post

Jeff Currier · ‎11-08-2018

An Operational Level Agreement (OLA) is an internally goal or document that identifies the service level expectations between the internal organizations or business units, often between the service desk and the team fulfilling the incidents.

An Underpinning Contract(UC) monitors and maintains control of requests that are forwarded externally. These are obligations of external service providers documented via Underpinning Contracts (UCs).