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The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships. OLA is sometimes expanded to other phrases but they all have the same meaning: organizational-level agreement; operating-level agreement; operations-level agreement. OLA is not a substitute for an SLA.
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
The output received by the customer as a result of the service provided is the main focus of the service level agreement. Service level agreements are also defined at different levels: Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service ...
ServiceNow, Inc. is an American software company based in Santa Clara, California, that supplies a cloud computing platform for the creation and management of automated business workflows. It is used predominantly for the automation of information technology process, for example, the reporting and resolution of issues impacting an organization ...
ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
Microsoft Solutions Framework (MSF) is a set of principles, models, disciplines, concepts, and guidelines for delivering information technology services from Microsoft.MSF is not limited to developing applications only; it is also applicable to other IT projects like deployment, networking or infrastructure projects.
These OLA's can be defined as security plans for a specific internal organization entity of the service provider. Besides the input of the SLA, the Plan sub-process also works with the policy statements of the service provider itself. As said earlier these policy statements are defined in the control sub-process.
In this context, the term "software product" means "any technical document or partial document, produced as a deliverable of a software development activity", and may include documents such as contracts, project plans and budgets, requirements documents, specifications, designs, source code, user documentation, support and maintenance ...