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Operational Level Agreements (OLAs) at Celanese Policy Mind Map Kevin…
Operational Level Agreements
(OLAs) at Celanese
Policy Mind Map Kevin Johnson
How will IT measure the success of operational level agreements?
The IT Governance group will analysis metrics collected by the OLAs and analyze the performance of the IT organization as a whole.
Business Processes and Strategy will conduct interviews regarding the adherence and success of OLAs.
Internal Organizations will produce KPIs by adhering to the OLA and fulfilling their responsibilities.
How will operational level agreements be implemented?
Management of the Internal IT Organizations will assign responsibilities including reporting tasks to individual employees.
Management will make decisions over time that enable their employees to facilitate compliance with the OLAs.
CIO and management group will produce and disseminate the document to all applicable employees. The location of where the document can be found will also be published internally.
Operational level agreements apply to.
Infrastructure Supply
IT Manufacturing
IT Governance
Database Team
IT Applications
Business Processes and Strategy
Internal Organizations
What's Included in operational level agreements?
A list of the roles and responsibilities that the internal organization is responsible for.
Process outlined regarding service requests and how incidents should be documented and processed. Including major and minor incidents as well as exceptions.
Services that the OLA will apply to are defined in detail. Including standard hours of operation and minimum system stability.
Reporting, Reviewing and Auditing standards are defined and reviewers and review dates are identified.
Document that outlines the purpose and parties involved in the the agreement
Who is responsible for updating and enforcing operational level agreements?
Updating: Business Processes and Strategy Group
Enforcing: Management of Internal Organizations
Updating: IT Governance group
Enforcing: Individual Employees
Updating: CIO and management group