Operational level agreements are periodically measured and reviewed to ensure what?

Operational Level Agreements (OLAs) are critical components within service management that outline the expectations and responsibilities between support teams to ensure that the overall service level agreements (SLAs) with customers can be met. Periodic measurement and review of OLAs are essential to ensure that the performance metrics defined within them are being achieved, thereby supporting the effectiveness of the SLAs.

Choosing "Strong performance support for SLAs" reflects the core purpose of OLAs, which is to maintain a predictable and reliable level of service that can directly contribute to meeting the higher-level commitments detailed in SLAs. By consistently measuring and reviewing OLAs, an organization can identify performance gaps, make necessary adjustments, and ensure that all support teams are aligned and capable of delivering the agreed-upon service levels. This dynamic process not only clarifies expectations internally but also enhances the overall service quality provided to customers, thereby facilitating better operational performance.

In contrast, while better customer relations, adherence to legal contracts, and reduction of operational costs may be beneficial outcomes of effective service management practices, they are not the primary focus of why OLAs are measured and reviewed. The key is to ensure that OLAs meaningfully support and enhance the commitments outlined in SLAs, which relate directly to service delivery performance