Operational Level Agreement Template

Are you struggling to create an operational level agreement (OLA) for your organization? Look no further! A well-crafted OLA template can help streamline your operations and ensure that all parties involved are on the same page. In this article, we’ll break down the key components of an effective OLA and provide you with a sample template to get you started.

What is an OLA?

An OLA is a document that outlines the agreed-upon expectations and responsibilities between different departments or teams within an organization. It serves as a guide to ensure that everyone is working collaboratively and efficiently. An OLA is similar to a service level agreement (SLA), which outlines the expectations between an organization and its external customers.

The key components of an OLA template

1. Scope: Begin by defining the scope of your OLA. This section should identify the departments or teams involved in the agreement, as well as any specific services or functions that are covered.

2. Responsibilities: Outline the roles and responsibilities of each team or department involved in the agreement. This section should also specify any communication protocols, escalation procedures, and issue resolution processes.

3. Service levels: Define the specific service levels that each team or department is responsible for. These may include response times, availability, and quality standards. This section should also specify any metrics or key performance indicators (KPIs) that will be used to measure performance.

4. Reporting: Define the reporting requirements for each team or department involved in the agreement. This section should specify the frequency of reports and the key data points that should be included.

5. Review and revision: Finally, outline the review and revision process for the OLA. This section should specify how often the agreement will be reviewed, who will be responsible for reviewing it, and any criteria for revision.

Sample OLA template

Now that you understand the key components of an OLA template, here’s a sample template to get you started:

Scope

This OLA outlines the expectations and responsibilities between the IT department and the marketing department.

Responsibilities

IT department responsibilities:

– Provide technical support for marketing software and tools

– Ensure the security and integrity of marketing data

– Escalate any technical issues to the appropriate parties

– Provide regular training and updates on new technology or software

Marketing department responsibilities:

– Define the requirements for marketing software and tools

– Provide clear and detailed requests for technical support

– Ensure the accuracy and completeness of marketing data

– Escalate any data or processing issues to the appropriate parties

– Provide regular feedback on the usability and effectiveness of marketing software and tools

Service levels

– Response time for technical issues: within 2 business days

– Availability of marketing software and tools: 99%

– Accuracy rate of marketing data: 95%

– KPIs: Number of technical issues resolved within SLA, uptime of marketing software and tools, and accuracy rate of marketing data.

Reporting

– IT department to provide a monthly report on technical issues, uptime, and any updates on new technology or software

– Marketing department to provide a monthly report on accuracy rates and any issues with marketing data.

Review and revision

– This OLA will be reviewed annually by the IT and marketing departments

– Any changes or revisions to the OLA must be approved by both departments.

In conclusion, an OLA can help ensure that your organization is working collaboratively and efficiently. By defining expectations and responsibilities between departments or teams, you can streamline your operations and ensure that everyone is on the same page. Use our sample OLA template as a starting point to create a customized agreement for your organization.