28-08-2017
Deliverable Operational Level Agreement (OLA)-Template
Deliverable
Contractual Date: |
01-10-2017 |
Actual Date: |
28-08-2017 |
Grant Agreement No.: |
731122 |
Work Package/Activity: |
SA2 |
Task Item: |
Task 2 |
Nature of Deliverable: |
P |
Dissemination Level: |
PU |
Lead Partner: |
RENATER |
Document ID: |
GN4-2-SA2-OLAT |
Authors: |
Marina Adomeit (AMRES), Dick Visser (GEANT), Anass Chabli (RENATER) |
© GEANT Limited on behalf of the GN4-2 project.
The research leading to these results has received funding from the European Union's Horizon 2020 research and innovation programme under Grant Agreement No. 731122 (GN4-2).
Abstract
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Document Revision History
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Anass Chabli, Dick Visser |
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Table of Contents
Executive Summary
1 Introduction
2 Scope of the agreement
3 Service Overview
3.1 Description of the Service
3.2 Service Targets
3.3 List of Service Resources
3.3.1 Resource 1
3.3.2 Resource 2
4 Responsibilities
4.1 Service Provider Responsibilities
4.1.1 Resource 1
4.1.2 Resource 2
4.2 Legal Owner of the Service Responsibilities
4.2.1 Resource 1
4.2.2 Resource 2
4.3 User Responsibilities
4.3.1 Resource 1
4.3.2 Resource 2
5 Service Support Procedure
5.1 Service Description
5.1.1 Resource 1
5.1.2 Resource 2
5.2 Service Hours
5.2.1 Support Hours
5.2.2 Response Time
5.2.3 Resolution Time
5.2.4 Emergency Support
5.2.5 Reporting
5.3 Service targets
5.3.1 Contact points and escalation
5.4 Information Security Management
6 Contact information
Appendix A <Style: Appendix 1>
A.1 <Style: Appendix 2>
References
Glossary
7 Approvals
Table of Figures
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Executive Summary
The goal of this document is to provide a template of an Operational Level Agreement (OLA).
This template is intended to be used as a baseline by new services that are reaching production. It aims to define an agreement between the parties that operate the service and the legal owner of the service (GÉANT).
The SA2-T2 Core Team remain available to assist services in completing this template, and eventually to suit the individual needs.
Introduction
Why and what is an OLA?
(ITIL Continual Service Improvement) (ITIL
Service Design) An agreement between an IT service provider and another part of the same organization. It supports the IT service provider's delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties.
Who is involved in an OLA ?
- The IT service provider and a procurement department to obtain hardware in agreed times.
- The service desk and a support group to provide incident resolution in agreed times.
Give some concrete example at GÉANT level.
Scope of the agreement
Service Overview
Description of the Service
Service Targets
The targets for the provision of the support service and the reporting and reviewing processes and frequency.
List of Service Resources
Resource 1
Resource 2
Responsibilities
Service Provider Responsibilities
Resource 1
Resource 2
Legal Owner of the Service Responsibilities
Resource 1
Resource 2
User Responsibilities
Resource 1
Resource 2
Service Support Procedure
Service Description
Resource 1
Resource 2
Service Hours
Support Hours
Response Time
Resolution Time
Emergency Support
Reporting
Service targets
Contact points and escalation
Information Security Management
Contact information
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References
[Reference] link
Glossary
Acronym Definition
Approvals
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