From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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SLAs, OLAs, and UCs

SLAs, OLAs, and UCs - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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SLAs, OLAs, and UCs

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- [Instructor] Your ITIL Foundations Course covered two types of agreements and a contract. Each of which, underpins service targets. First, the service level agreement, or SLA, which is an agreement between the service provider and the pay-the-bills customer. And then the operational level agreement, or OLA, an agreement between two parts of the same service provider, provider sub one and provider sub two. For example, between the service desk and desk-side support. And an underpinning contract, or UC, which is the contract between the provider and a supplier or vendor. These agreements should exist and add up with some wiggle room, so that the provider can consistently hit service level targets. For example, the provider may have an SLA with a customer that all hard drive crashes on user machines will be fixed within eight hours. If the underpinning contract has a supplier showing up and swapping out the drive in two hours, and the OLA has desk-side support re-imaging the drive and…

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