To achieve the service levels promised to users in an SLA, an IT service provider agrees with the network operations department and other departments within the same organization on the content and level of the work each is responsible for. Which of the following is this agreement?

Answer: C. OLA (operational level agreement)

IT services are delivered through the cooperation of several departments within the organization, such as the service desk, server operations and network operations, and of outside companies. To keep the SLA with users, OLAs (operational level agreements) are made with the internal departments that support it and contracts with external suppliers, fixing the level of the work each one is responsible for. The targets of the OLAs and contracts are set so that the SLA targets can be achieved.

• A. An SLA is an agreement between the service provider and the users.
• B. This is made with a supplier outside the organization (such as a telecommunications carrier), not with a department within the same organization.
• C. Correct. It is an agreement between departments within the organization on the level of the work that supports the SLA.