Operational Level Agreement https://store.theartofservice.com/the-operational-level-agreement-toolkit.html.

Slides:



Advertisements
Similar presentations
INTRODUCTION TO IT SERVICE MANAGEMENT
Advertisements

1 NameMatrix Number Francis YeeHT036029M George Goh Alex LimHT052467E Hoe Swee SimHT052560I Vijay.
© 2006 LaBounty & Associates, Inc. Working With Support Teams Beyond the Service Desk Char LaBounty LaBounty & Associates, Inc.
Hendershott Consulting Inc
Page 2 Agenda Page 3 History –Blue Print, 2000 –GIS Process 1.2, 2001 (training only) –GIS Process 2.0, (ITIL based - not implemented) –Supply/Demand.
Service Owners May 17, 2013 Presented by: Chapter Name
Copyright 2005 CMMI and ITIL Alison Adams & Kieran Doyle.
Management of IT Environment (5) LS 2012/ Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice ITIL:Service Design IT Services Management.
SLA and ITIL - 1 Service Level Agreements and ITIL Janelle Swann October 29 th, 2007 MBA 731.
IT Technical Support Policies and Procedures South Nottingham College.
Copyright © 2006, BMC Software, Inc. All rights reserved. Unit 8 – Service Level Management ITIL Foundation – Concepts of IT Service Management (ITSM)
Abad, Kevin Jethro Alfafara, Anna Lyka Durano, Jovelyn Lapitan, Josieluz Maniquiz, Louanne Omayao, Mykie Aprillette Pono, Mitz Danica Siroy, Jaybee Tajantajan,
The Power of the Core Service Catalog Michele Morrison and Judy Shandler EDUCAUSE – Tuesday, October 10, 2006.
Service Design Figure 3.4 Service Relationships & Dependencies.
Service Design / SLA Architecture “Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the.
IT Service Management (ITSM) Essentials
SERVICE EVALUATION APPROACHES AND COMPARISON WITH THE USE OF ITIL Matthew Fazo BIS 461.
Service Design / Figure 3.6 The Service Portfolio – a Central Repository.
Service Design 118COM By Taran Saroya.
Integrated Process Model - v2
Information Technology Service Management
Geographic Segmentation
© 2010 Plexent – All rights reserved. 1 Change –The addition, modification or removal of approved, supported or baselined CIs Request for Change –Record.
G17: Recordkeeping for Business Activities Carried out by Contractors Patrick Power, Manager Government Recordkeeping Programme Archives New Zealand.
YOUR LOGO HERE Slide Master View © (reproduced with permission) Availability Management All course material.
Information Technology Division Executive Office for Administration and Finance IT Service Excellence Committee (ITSEC) Oct. 28, 2010.
Service Management Processes
Roles and Responsibilities
Deakin Richard Tan Head, Information Technology Services Division DEAKIN UNIVERSITY 14 th October 2003.
Milking the Model: Getting the most out of integration and centralisation Janice Rickards Pro Vice Chancellor, Information Services Geoffrey Dengate Director,
Copyright JNT Association VINAREN Visit 24 Nov 2008 OVERVIEW OF ITIL Steve Hogger Head of International Relations JANET(UK)
ITIL - 1 IT Governance Model CMMI. ITIL - 2 ITIL Book Source:
ITIL QUESTIONS 1 Which of the following is a Service Desk Activity ?
Known Error Database
ITRM - Service Portfolio/Catalog Guillermo Trevino ITRM- Graduate Technology Assistant Texas A&M University 05/22/2012.
Slide 1 Service Level Management. Slide 2 Goal – Primary Objective To maintain and gradually improve business aligned IT service quality, through a constant.
Microsoft Operations Framework Morten Lauridsen Engagement Manager Microsoft Consulting Services Morten Lauridsen Engagement Manager.
Service Asset
Guide - Recordkeeping for business activities carried out by contractors Natalie Dewson Senior Advisor Government Recordkeeping Programme Archives New.
Configuration Management Database
Version 3.3 ITIL – IT Service Management An overview program for IT Service Management good practices.
IT SERVICE MANAGEMENT (ITSM). ITIL\ITSM OVERVIEW  ITIL Framework.
Grid Operations Centre LCG SLAs and Site Audits Trevor Daniels, John Gordon GDB 8 Mar 2004.
Service Desk GOAL: To support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing.
External Service Provider
Service Level Management
Web Application Firewalls
© 2007 Jupitermedia Corporation Aligning via IT Service Management April 12, :00pm EST, 11:00am PST George Spafford, Principal Consultant Pepperweed.
Security Management
Root Cause
CERN - IT Department CH-1211 Genève 23 Switzerland t A Quick Overview of ITIL John Shade CERN WLCG Collaboration Workshop April 2008.
The Service Monitoring and Control Toolkit 1 Protect your business with an effective alert management system and high service availability.
It Infrastructure
Financial Management For It Services
ITIL V3 Awareness Program 1 Program Overview:
HDI South Florida $$$ ITIL JEOPARDY $$$ Jeopardy Game Show.
Driving Value from IT Services using ITIL and COBIT 5 July 24, 2013 Gary Hardy ITWinners.
IT System Administrator - Mumbai  Education / experiences / skills / competencies required > 3 years of experience in IT operations Experience in managing.
Deployment Management
Service Design.
Disaster recovery planning
A Quick Overview of ITIL
Service Design – purpose and processes
ITIL SERVICE LIFECYCLE
service-level management
ITIL:Service Design IT Services Management Martin Sarnovský
John Dempsey WIOF Programme Director Irish Water
Information Technology Service Management
FitSM Self-Study Workbook
Presentation transcript:

Operational Level Agreement

Information Technology Infrastructure Library - Service-level management 1 Service-level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs), respectively

ITIL security management - The security management process 1 These security plans contain the security policies and the operational level agreements

ITIL security management - Plan 1 In the Plan sub-process the goals formulated in the SLA are specified in the form of Operational Level Agreements (OLA).

ITIL security management - Plan 1 The Operational Level Agreements for information security are set up and implemented based on the ITIL process.

ITIL security management - Plan 1 Create Operational level agreementsThe general formulated goals in the SLA are specified in operational level agreements.

ITIL security management - Plan 1 OPERATIONAL LEVEL AGREEMENTS An internal agreement covering the delivery of services which support the IT organization in their delivery of services.

ITIL security management - Maintenance 1 The maintenance sub-process starts with the maintenance of the service level agreements and the maintenance of the operational level agreements.

ITIL - Service-level management 1 Service-level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs), respectively

Business Service Management - Business Management Methodology 1 BSM is team-focused and can be used by any team in an organisation to improve performance, based on ownership, pride, commitment and teamwork.[ BSM Review: “Resolution Ownership: It Matters for BSM!” McGarahan.] Through BSM, teams can formalise the services they provide as internal service level agreements (SLAs) or operational level agreements (OLAs).[ nition_whitepaper.pdf “BSM Is Coming of Age: Time to Define What It Is

Operational level agreement 1 An 'operational-level agreement' ('OLA') defines the interdependent relationships among the internal support groups of an organization working to support a service- level agreement (SLA).[ on/operational-level-agreement.html What is an operational level agreement?], [ WhatIs.com]

Ola - Other uses 1 *OLA, an Operational level agreement is a documentation artifact within ITSM

For More Information, Visit: m/the-operational-level- agreement-toolkit.html m/the-operational-level- agreement-toolkit.html The Art of Service