Which of the following best describes the function of an OLA?

An OLA, or Operational Level Agreement, is designed to define service expectations among different IT groups within an organization. This internal document outlines the responsibilities and commitments of various departments involved in the delivery of services, ensuring that they align with the overall service level agreements (SLAs) established with customers. By setting clear expectations, OLAs help improve communication and collaboration between teams, leading to more efficient operations and the successful delivery of IT services.

In contrast, while marketing materials and training programs may be important to an organization’s overall success, they are not the primary focus of an OLA. Enhancing service level agreements is also not the goal of an OLA; rather, OLAs function to support SLAs by clarifying internal operations that contribute to meeting those agreements. Thus, the description that focuses on defining service expectations among IT groups accurately captures the essence of what an OLA accomplishes.