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Difference between sla and ola

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Here’s a comparison between SLA (Service Level Agreement) and OLA (Operational Level Agreement) in ServiceNow presented in a table format:

AspectSLA (Service Level Agreement)OLA (Operational Level Agreement)
Agreement PartiesBetween a service provider and a customerBetween different teams or departments within an organization
FocusDefines service expectations and targets for customersDefines internal support commitments between teams
PurposeEnsures service quality and customer satisfactionSupports internal operations and service delivery
ScopeExternal-facing, customer-orientedInternal-facing, team-oriented
MetricsMetrics related to customer service experienceMetrics related to internal service delivery processes
TargetsPerformance targets for response times, resolution times, uptime, etc.Operational targets for incident resolution, problem management, change management, etc.
Escalation ProceduresProcedures for escalating issues to higher levels of support or managementProcedures for collaboration and communication between teams
ReportingReports on adherence to SLA targets and customer satisfactionReports on internal team performance and operational metrics
NotificationsNotifications to customers about SLA breachesNotifications to internal teams about OLA compliance
Impact on Service ManagementInfluences service management and customer relationshipsInfluences internal operations and collaboration

This table concisely compares SLA and OLA in ServiceNow, highlighting their agreement parties, focus, purpose, scope, metrics, targets, escalation procedures, reporting, notifications, and impact on service management. While SLAs primarily focus on external service expectations and customer satisfaction, OLAs focus on internal support commitments and operational effectiveness between different teams or departments.

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