What is the purpose of an Operational Level Agreement (OLA)?

An Operational Level Agreement (OLA) primarily serves to define expectations between internal IT groups within an organization. It outlines the responsibilities and service levels that various departments or teams must meet in support of the overall service delivery to the business and its users. This internal agreement complements the external Service Level Agreements (SLAs) set with customers or clients by ensuring that all internal parties understand their roles and contributions to meet these external expectations.

By establishing clear expectations internally, OLAs help facilitate effective communication and coordination among different IT groups, ensuring that everyone involved is aligned on service delivery and performance metrics. This alignment is crucial for maintaining efficiency and quality of service in operations, as it helps mitigate misunderstandings and promotes accountability among different teams.