OLAs (Operational Level Agreements)

Internal "back to back" agreements that define how the buyer and supplier will work together. An OLA often includes hours of operation, responsibilities, authorities, response times, supported systems, etc. OLAs tend to be more technical than SLAs since they define IT supporting IT. Not every SLA requires unique OLAs, and just a few key OLAs can help resolve the silo problem.  However, it can be difficult to implement OLAs