Create an agreement at the operational level after you`ve created a team. For more information, please see Create a Team. OLA (s) do not replace ALS. The objective of the OLA is to ensure that the underlying activities, carried out by a number of members of the support team, are clearly directed to provide the proposed ALS. As defined by ITIL, we distinguish in service level management between the following assistance agreements: all the details that have been put in place so far in the ALS/OLA will be put in place. After setting up your OLA targets (which I selected for Target 2 incidents) as shown in the screenshot below, you can indicate a name, start date, scope, support team that meets the OLA, which is the OLA level, service, support ALS and your service level goals. This report shows the average percentage of agreements reached by the assigned team. As I showed with the OLA, you start by creating an SLA type for UCs, you set your response and resolution goals, then create a UC and associate that type of sLA with the underlying contract. For example, I created this for Microsoft UC lenses, as can be seen in the screenshot below. Type I ALS note selected the SLA UC command. In addition to service levels, the ALS also indicates the claim and scope of the support contract. Only authorized persons, organizational entities or sites can benefit from the agreed benefit. The scope of ALS defines precisely the services or assets covered.
The combination of scope and claim allows for the definition of highly specialized support contracts for almost all customers – a constellation of suppliers. To set up the OLA assignment, you first need to upgrade to the Navigation Services Management section at the highest level, then click OLA in the drop-down navigation to view the Active Agreements view at the operational level. As you can see in this screenshot below, I`ll open the ALS (that was the OLA contract) that I just created. Service level management is now primarily responsible for recording service requirements as well as monitoring and reporting of agreed service levels.