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ITIL topics on 'service level'



ITIL - Roles
Each of the ITIL stages has its own processes and users who manage and control those processes. In ITIL we refer to these as Roles. Below we have included some of the more common roles found in Service Management.


Service Design - Operational Level Agreement (OLA)
The Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. This could be the development team, the support team or helpdesk. An OLA defines and supports the IT service provider's..


Service Design - Service Level Agreement (SLA)
During service level management, we negotiate Service Level Agreements with the customers (consumers) and design services in conformity with the agreed service level targets.


Service Design - Service Level Management
Service level management is the efforts to define and negotiate SLAs (Service Level Agreements) and then monitor and produce reports on delivery against the agreed level of service.






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