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Service Design (Activities inside Service Design ( Design Standard…
Service Design
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SLA vs OLA
SLA
Definition: record of agreed service levels. SLA describes the IT Service, documents service level targets and specifies the responsibilities of the IT Service Provider and the Customer
Example:
- "There will be less than 100 lost man-hours per year due to lack of computer equipment maintenance"
- "The bandwidth can accommodate almost 10000 transaction within a minute"
- "User can access the common transaction between 6am to 10pm"
OLA
Definition: internal agreement between parts of an organization. Also stated as any internal agreements necessary to deliver the quality of service agreed within the SLA
Example:
- "Server team will do patching to the servers"
- "Desktop team will do weekly maintenance to the devices"
- "DBA team will normalize the database structure twice a month and make sure there are no data lost"
Definition
showing how does the IT lifecycle work as a part of important aspect inside the organization so it can serve the best service not only for the external transaction but also for the internal transactions.