The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is what the IT organization as a whole is promising to the customer (SLA), and what the functional IT groups promise to each other (OLA). The SLA can state that "IT will ensure that computer equipment will be maintained". Of course that statement is a generalization that cannot be measured, so perhaps a better statement would be "There will be less than 80 lost man-hours per year due to lack of computer equipment maintenance". or SLA's are generally an agreement between the IT department/provider and the business, to provide a particular level of service. OLA's are usually agreements between different areas of the IT department/providers, often to provide a particular SLA. For example we can say that, For an organisation may have a particular SLA that states no more than 100 minutes downtime per quarter. For the IT department to adhere to this, the...
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