How Do You Write an Operational Level Agreement

As businesses continue to grow, evolve, and outsource certain processes and tasks, operational level agreements (OLAs) have become an essential component of successful business partnerships. An OLA sets the standards, responsibilities, and expectations for service delivery between different departments or entities. This article will walk you through the steps to create an effective OLA.

Step 1: Define the Services

The first step in creating an OLA is to identify the specific services that will be provided. This includes determining the scope of services, who will be responsible for providing them, and the expected quality level.

Step 2: Set Performance Metrics

To ensure that the services meet the expected quality level, it`s important to establish specific performance metrics. This includes identifying the key performance indicators (KPIs) that will be used to measure the success of the services.

Step 3: Determine Roles and Responsibilities

To avoid confusion and conflict, it`s important to clarify the roles and responsibilities of each party involved. This includes identifying who will be responsible for the delivery of each service, who will manage each area, and who will be held accountable for meeting the established standards.

Step 4: Set Communication Protocols

Effective communication is crucial for successful service delivery. To ensure that communication flows smoothly and effectively, it`s important to establish clear protocols for communication. This includes identifying who will be responsible for communicating updates, how often communication will occur, and what channels will be used.

Step 5: Establish Escalation Procedures

Even with the best planning, issues can still arise. To ensure that issues are addressed quickly and efficiently, it`s important to establish escalation procedures. This includes identifying who will be responsible for resolving issues, the steps that will be taken to resolve issues, and how communication will occur during the resolution process.

Step 6: Establish Service Level Agreements (SLAs)

A service level agreement (SLA) sets the specific standards for service delivery. This includes identifying the expected service uptime, response times, and the expected quality of service. It`s important to ensure that these standards are realistic and achievable.

Step 7: Review and Update

Once the OLA has been established, it`s important to regularly review and update it. This includes checking that the agreed-upon standards are being met, assessing whether any changes are required, and updating the OLA accordingly.

In conclusion, writing an operational level agreement is a complex process that requires careful planning, collaboration, and attention to detail. By following these steps, you can create an OLA that sets clear expectations, standards, and responsibilities for service delivery, ensuring a successful partnership.