What is the purpose of an Organizational Level Agreement (OLA)?

An Organizational Level Agreement (OLA) serves a critical role in defining the responsibilities and expectations of various departments within an organization concerning the delivery of IT services. The primary purpose of an OLA is to establish clear communication and cooperation among different teams, particularly when it comes to resolving issues that may arise within IT silos. By formally documenting these responsibilities, an OLA ensures that all parties understand their specific roles and contributions toward providing seamless services, enhancing overall operational efficiency.

Through an OLA, organizations can effectively manage internal expectations and facilitate collaboration among teams. This is essential in a complex IT environment where multiple silos may exist; each team might have specific functions that need to interlink smoothly to support broader organizational goals. By identifying and clarifying these relationships, service delivery becomes more streamlined, and the effectiveness of resolving incidents or fulfilling requests improves significantly. Thus, the primary focus of an OLA is on fostering collaboration and accountability within the company's IT framework.