Ola Operational Level Agreement Template

As a professional, I understand the importance of creating content that is both informative and optimized for search engines. In this article, I will provide insights on the OLA (Operational Level Agreement) template and how it can be used to improve the operational efficiency of an organization.

What is an OLA?

An Operational Level Agreement (OLA) is a contract between different departments within an organization that defines the level of support that each department must provide to the others. It is used to ensure that all departments are working together towards a shared goal and are aware of their responsibilities towards the others.

For example, an OLA can be used to define the level of support that the IT department must provide to the HR department in terms of setting up new employees` computers and systems access.

Benefits of using an OLA

Using an OLA can bring several benefits to an organization. Here are some of the top benefits:

1. Clearly defined responsibilities: An OLA allows each department to know exactly what is expected of them in terms of support and responsibilities towards the others.

2. Improved communication: An OLA can facilitate communication between departments as it establishes a common language and understanding of their shared goals.

3. Better service delivery: With clearly defined roles and responsibilities, departments can work together to deliver better services to clients or customers.

4. Reduced conflicts: When everyone is aware of their roles, there is less chance of conflicts arising between departments.

Creating an OLA Template

Creating an OLA can be a complex process, but using a template can simplify things. Here are some essential elements that should be included in an OLA template:

1. Introduction: This should provide an overview of the agreement and outline what it covers.

2. Scope: This section should describe the services covered by the OLA, including the expected outcomes.

3. Responsibilities: This section should define the roles and responsibilities of each department.

4. Performance Metrics: This section should outline the performance metrics that will be used to ensure that the agreed-upon services are being delivered.

5. Review and Governance: This section should outline the process for reviewing and amending the OLA as necessary.


An OLA is an essential tool for any organization looking to improve operational efficiency. By defining roles and responsibilities, communication can be improved, conflicts can be reduced, and better services can be delivered. Using an OLA template can simplify the process of creating an OLA and ensure that all the necessary elements are included.

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