运营级别协议 (OLA)

服务提供者：

客户：

生效日期：

文档所有者：

版本信息

版本日期修订说明修订人1.0 2011-5-27 新建运营级别协议模板

审批信息

审批人职级审批日期

Table of Contents

1. Agreement Overview ............................................................................ 错误！未定义书签。

2. Goals & Objectives (3)

3. Stakeholders (3)

4. Periodic Review (4)

5. Service Agreement (4)

5.1. Service Scope (4)

5.2. Service Components (5)

5.3. Customer Requirements (5)

5.4. Service Provider Requirements (6)

5.5. Service Assumptions (6)

6. Service Management (6)

6.1. Service Availability (6)

6.2. Service Measurement (7)

6.3. Service Reporting (7)

6.4. Service Maintenance (8)

6.5. Service Requests (8)

6.6. Service Exceptions (9)

Appendix A: Associated Policies, Processes and Procedures (10)

A.1 Change Management (10)

A.2 Release Management (10)

A.3 Incident Management (10)

A.4 Problem Management (10)

A.5 Configuration Management (11)

Appendix B: Definitions (11)

Appendix C: Amendments (11)

C.1 Amendment 1: License Fees (11)

1.协议概述

这份协议是服务提供者（IT服务台）和客户（灾备部）之间达成的用于支持和维护用户（灾备部）所要求的流程督办这项服务的一份运营级别协议（OLA）。

This Agreement represents an Operational Level Agreement (“OLA” or “Agreement”) between the [Service Provider]group and [Service Consumer]for the provisioning of IT services required to support and sustain [System Name, Service Name and/or associated Service Level Agreement (SLA)].

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. Changes are recorded in the Amendments section of this Agreement and are effective upon mutual endorsement by the primary stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2.Goals & Objectives

The purpose of this Operational Level Agreement (“OLA” or “Agreement”) is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

∙Provide clear reference to service ownership, accountability, roles and/or

responsibilities.

∙Present a clear, concise and measurable description of service provision to the customer.

∙Match perceptions of expected service provision with actual service support & delivery.

Include / revise Purpose, Goal and/or Objectives relative to the specific goals and/or

services of the organization.

3.Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this OLA: