ITIL and ISO 20000 define the process and document (i.e. agreement) that are used, but the designation is different. The UC comes from ITIL and is used by ITIL, while ISO 20000 stipulates that the contract must be concluded without defining a specific name. An Operational Level Agreement (OLA) defines interdependent relationships to support a Service Level Agreement (SLA).  The agreement outlines the responsibilities of each internal support group to other support groups, including the process and timing of the delivery of their services. The objective of the OLA is to provide a clear, concise and measurable description of the service provider`s internal assistance relationships. Here is a very common situation: you have a customer who is a user (or rather a buyer) of your service, you make an agreement with him and you define your relationship. ALS is the result and the right way to do it. It will be the written document that will explain your relationship – the service objectives and responsibilities of both parties. It is an official document (i.e. it can be used in court proceedings) written in legal language. As defined by ITIL, we differentiate in service level management between the following assistance agreements: ALS is generally defined by the Service Level Manager and controlled (for legal matters) by the legal department.
If it is signed by both parties, objectives will have to be achieved. They are two sides of the same coin. On the one hand, when the objectives are set in the ALS (usually referred to as “service level targets”) will be met, support will be billed for services. On the other hand, however, the ALS sets penalties for not achieving service level targets, for example.B. Priority 2 incidents must be corrected within 4 hours, and if these objectives are not met, penalties will be activated for a certain amount of money (or percentage of monthly fees). When billing is activated, the system verifies the existence of a maintenance contract during the requirement-setting process and assigns “Waiting – No Contract” status in the event of absence or expiry of an ALS contract. To assign alS in this situation, the technician can create an SLA contract per item or request in the Required Information Screen Contract tab. Novell Service Desk gives you the ability to use multiple SLAs to control response times to the multitude of situations your technicians face.
By designing SLAs with different granularities, you can divide the corresponding tasks and response times. You can also automatically degenerate older tasks, so that no service requests are resolved. It includes:Goals, Priorities – Support Hours: ALS can be set for certain processes such as Incident or SR or may be common for all queries. They can also set priorities such as urgency, height, means, etc. for each ALS. And you can set support hours for each ALS. Triggers and warnings: The service level agreement of an application may contain trigger points that determine the rate at which automated escalations take place for the requirement. Automatic escalation is triggered when the number of hours of support specified for a response at the requirement service, restoration or solution time level is exceeded and the SLA trigger action is set to escalate. If it intensifies, the requirement will be reassigned to a technician at the next climbing level, and an email will be sent to the newly assigned technician.
This process is repeated until the state of requirement is changed to an inactive status, z.B. Closed, locked, closed, or until all available climbing levels of the team are exhausted. Three types of warnings can be defined: Well, I don`t remember ever seeing a document with such a name.