Operational and Service Level Agreements (OLA and SLA)
RAPA continues its eLearning series focusing on the role IT Component Hierarchy: Operational Level Agreements (OLA) and Service Level Agreements (SLA) play in Service Oriented IT Management. Transformation to Service Oriented IT Management means that IT must back up agreement to service levels with clients with commitment to deliver the component capabilities within IT. OLAs and SLAs exist at every level of the IT Component Hierarchy and must be included in IT Business Analytics efforts. They are key to ensuring customer satisfaction and performance levels.
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