© 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
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Document Revision History
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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

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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.

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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.

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Scope of the agreement

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Service Overview

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Description of the Service

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Service Targets

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

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List of Service Resources

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Resource 1

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Resource 2

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Responsibilities

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Service Provider Responsibilities

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Resource 1

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Resource 2

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Legal Owner of the Service Responsibilities

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Resource 1

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Resource 2

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User Responsibilities

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Resource 1

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Resource 2

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Service Support Procedure

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Service Description

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Resource 1

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Resource 2

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Service Hours

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Support Hours

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Response Time

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Resolution Time

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Emergency Support

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Reporting

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Service targets

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Contact points and escalation

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Information Security Management

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Contact information

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References

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Glossary

Acronym Definition

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Approvals

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