By Hank Marquis The purpose of the it infrastructure Library (ITIL) is to optimize the provision of IT services to customers and users. ITIL describes a number of processes, roles and responsibilities that go beyond many of the limitations of traditional computer silos. Monitor monitoring is at the heart of SLM, which includes: for example, your organization has a team that provides e-mail services to customers and a team responsible for making web hosting available. In this case, you have an agreement at the operational level between the web hosting team and the messaging service team. An Operational Level Agreement (OLA) defines interdependent relationships to support a Service Level Agreement (SLA).  The agreement outlines the responsibilities of each internal support group to other support groups, including the process and timing of the delivery of their services. The objective of the OLA is to provide a clear, concise and measurable description of the service provider`s internal assistance relationships. The OLA definition process will also be identical to the ALS definition process, which can be mentioned as ALS planning, development, pilot, publication, activation and monitoring. Create an agreement at the operational level after you`ve created a team. For more information, please see Create a Team. Once an agreement has been established at the operational level, it must be published to enter into force. Which of the following processes is responsible for the periodic review of agreements at the operational level (OLA)? If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide the OLA. OLA (s) should be seen as the basis of good practice and common agreement.
If IT recognizes that the provision of IT services is a horizontal end-to-end process and not a vertical silo process of technology, everyone wins. Often, a multi-level ALS structure is adopted to avoid duplication and reduce the frequency of updates, as in the following example of a three-step SLA structure: ITIL has a solution to the computer silo problem, operational level agreement, OLA. THE OLAs define how IT groups work together to meet the requirements of the IT service level. Implementing OLAs requires mutual respect and a desire to improve customer service, but the process is simple. The SLA document develops from the service level requirements during the service design process. (z.B. to SLAs superior to the corporate or customer level, which also apply to this agreement) The success of the introduction of ITIL depends on inter-process interaction and shared responsibility.