How Operational Level Agreements and Service Level Agreements Are Used in IT Services
Review how service-level agreements (SLAs) and operational level agreements (OLAs) work together in IT Services.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
SLAs are agreements between an IT service provider and the employees who request and use IT services. They explicitly define the type, quality, and timeframe of services to be delivered. SLAs focus on the external commitment to the employee.
OLAs are agreements between different IT teams or departments within the service provider company. They outline the responsibilities and performance targets each internal team must meet to collectively uphold the external SLAs. OLAs address the internal commitments required to deliver the external-facing service.
Here are two examples where SLAs and OLAs can differ:
- Goal: Fulfill an employee's request for an Audio-Video (A-V) system.
- SLA: Service Request completion within 2 business days.
- OLA:
Task Target Task 1: Approval OLA target of 8 hours. Task 2: Verification OLA target of 4 hours. Task 3: Installation OLA target of 8 hours.