Continual Service Improvement (CSI) Practice Exam

What is an operational level agreement (OLA)?

1. An agreement between IT service providers and customers

2. An agreement within an organization that outlines roles and responsibilities

3. A contract with third-party vendors

4. An external service level agreement

The correct answer is: An agreement within an organization that outlines roles and responsibilities

An operational level agreement (OLA) is indeed best defined as an agreement within an organization that outlines roles and responsibilities. This type of agreement helps to ensure that internal teams are aligned and that there is a clear understanding of how different departments or teams will cooperate to deliver IT services. OLAs are crucial for effective service management as they support the service level agreements (SLAs) made with customers by defining the obligations of the various internal teams contributing to the service delivery. By specifying roles, responsibilities, and performance metrics, OLAs ensure that all teams are aware of their responsibilities in meeting the overall service goals. They facilitate communication and coordination within the organization, which is essential for effective service delivery and continual improvement. In contrast, the other options describe different types of agreements that do not align with the definition of an OLA. For example, agreements between IT service providers and customers refer to SLAs, which focus on external commitments. Contracts with third-party vendors typically align with supplier agreements, while external service level agreements detail the service expectations to clients and customers rather than internal teams. Thus, the understanding of OLAs as internal agreements is foundational for improving service delivery and maintaining clarity in internal processes.