Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
Service Level Agreement, or SLA, is a widely used term and often has some misconceptions attached to it. Contrary to popular belief, SLA is not necessarily a legal contract, but should be written in simple language, which can be understood by all parties without any ambiguity. An SLA is simply an agreement between a service provider and the customer(s) and documents the service targets and responsibilities of all parties. There are three types of SLAs defined in ITIL:
- Service Based SLA: All customers get the same deal for a specific service
- Customer Based SLA: A customer gets the same deal for all services
- Multilevel SLA: This involves a combination of corporate ...
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