Summary: With Service Level Management (SLM) becoming an integral part of all IT organizations, a Service Level Agreement (SLA) is transforming from an application-based document to an end-to-end service-based agreement of negotiated and agreed upon levels of service and support. As a result, the ability of IT to deliver these agreed upon levels has also become more visible to customers. This is where an Operational Level Agreement (OLA) comes in! An OLA is a critical component when establishing levels of service and support. Are you using OLAs to full advantage? Laurie continues her discussion on IT systems and begins to explore the service dependency model and the contents of a Service Catalog and Service Level Agreement. In addition, Laurie covers an approach to implementation.
