Child pages
  • GN4-2_Deliverable-GN4-2-SA2-OLATv1.2-2
Skip to end of metadata
Go to start of metadata

28-08-2017
Deliverable Operational Level Agreement (OLA)-Template
Deliverable

Contractual Date:

01-10-2017

Actual Date:

28-08-2017

Grant Agreement No.:

731122

Work Package/Activity:

SA2

Task Item:

Task 2

Nature of Deliverable:

P

Dissemination Level:

PU

Lead Partner:

RENATER

Document ID:

GN4-2-SA2-OLAT

Authors:

Marina Adomeit (AMRES), Dick Visser (GEANT), Anass Chabli (RENATER)

© GEANT Limited on behalf of the GN4-2 project.
The research leading to these results has received funding from the European Union's Horizon 2020 research and innovation programme under Grant Agreement No. 731122 (GN4-2).
Abstract
<Insert Abstract Text here>
Document Revision History
<This section to be deleted or hidden before publication of deliverable>

Version

Date

Description of change

Person

1

28-08-17

First draft issued

Anass Chabli, Dick Visser

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 













Table of Contents
Executive Summary
1 Introduction
2 Scope of the agreement
3 Service Overview
3.1 Description of the Service
3.2 Service Targets
3.3 List of Service Resources
3.3.1 Resource 1
3.3.2 Resource 2
4 Responsibilities
4.1 Service Provider Responsibilities
4.1.1 Resource 1
4.1.2 Resource 2
4.2 Legal Owner of the Service Responsibilities
4.2.1 Resource 1
4.2.2 Resource 2
4.3 User Responsibilities
4.3.1 Resource 1
4.3.2 Resource 2
5 Service Support Procedure
5.1 Service Description
5.1.1 Resource 1
5.1.2 Resource 2
5.2 Service Hours
5.2.1 Support Hours
5.2.2 Response Time
5.2.3 Resolution Time
5.2.4 Emergency Support
5.2.5 Reporting
5.3 Service targets
5.3.1 Contact points and escalation
5.4 Information Security Management
6 Contact information
Appendix A <Style: Appendix 1>
A.1 <Style: Appendix 2>
References
Glossary
7 Approvals

Table of Figures
Figure 5.1: <Style: Caption (Copy/paste label and number)>
Figure A.1: <Style: Caption (Copy/paste label and number for every first figure of each appendix)>
Figure A.2: <Style: Caption (Copy/paste label and number for subsequent appendix figures)>

Table of Tables
Table 5.1: Portrait <Style: Caption (Copy/paste label and number)>
Table A.1: <Style: Caption (Copy/paste label and number for every first table of each appendix)>
Table A.2: <Style: Caption (Copy/paste label and number for subsequent appendix tables)>

Executive Summary


The goal of this document is to provide a template of an Operational Level Agreement (OLA).
This template is intended to be used as a baseline by new services that are reaching production. It aims to define an agreement between the parties that operate the service and the legal owner of the service (GÉANT).
The SA2-T2 Core Team remain available to assist services in completing this template, and eventually to suit the individual needs.







Introduction

Why and what is an OLA?
(ITIL Continual Service Improvement) (ITIL
 Service Design) An agreement between an IT service provider and another part of the same organization. It supports the IT service provider's delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties.
Who is involved in an OLA ?

  • The IT service provider and a procurement department to obtain hardware in agreed times.
  • The service desk and a support group to provide incident resolution in agreed times.

Give some concrete example at GÉANT level.


Scope of the agreement

Service Overview

Description of the Service

Service Targets

The targets for the provision of the support service and the reporting and reviewing processes and frequency.

List of Service Resources

Resource 1

Resource 2


Responsibilities

Service Provider Responsibilities

Resource 1

Resource 2




Legal Owner of the Service Responsibilities

Resource 1

Resource 2

User Responsibilities

Resource 1

Resource 2

Service Support Procedure

Service Description

Resource 1

Resource 2




Service Hours

Support Hours

Response Time

Resolution Time

Emergency Support

Reporting

Service targets

Contact points and escalation



Information Security Management











Contact information

<Table style: New Deliverable Table (preferred width max 16 cm, position centred); Header style: Table: column header; Column style: Table: cells>

Header 1

Header 2

Header 3

Date

text

text

text

Date formats:

text

text

text

24-07-2014

text

text

text

24-07-14

text

text

text

07-2014

text

text

text

07-14

Table 6.1: Portrait <Style: Caption (Copy/paste label and number)>
<Figure style: Figure (max width 16 cm; position centred)>








<Style: Appendix 1>

<Style: Appendix 2>

<body text>
<Captions for Appendix Tables and Figures (NB these are different from those for the main document sections and different for the first table and figure and the subsequent ones for each Appendix).>:
Table A.1: <Style: Caption (Copy/paste label and number for every first table of each appendix)>

References

[Reference] link



















Glossary

Acronym Definition





































Approvals

<Table style: New Deliverable Table (preferred width max 16 cm, position centred); Header style: Table: column header; Column style: Table: cells>

Header 1

Header 2

Header 3

Date

text

text

text

Date formats:

text

text

text

24-07-2014

text

text

text

24-07-14

text

text

text

07-2014

text

text

text

07-14

Table 7.1: Portrait <Style: Caption (Copy/paste label and number)>
<Figure style: Figure (max width 16 cm; position centred)>

  • No labels