Operational Level Agreement (OLA) is a crucial document that outlines the agreement and expectations between different teams or departments within an organization to ensure smooth delivery of services. It is a critical component of ITIL (Information Technology Infrastructure Library), which is a framework that guides IT service management processes and practices.

An OLA is an agreement between two or more teams who are responsible for delivering IT services within an organization. It outlines the services provided, the responsibilities of each team, the expected level of service, and the escalation process for issues or incidents. The agreement is usually created and maintained by the service level management team, which is responsible for ensuring that the agreed-upon services are delivered to the customers.

An OLA is different from a Service Level Agreement (SLA) in that it is specific to internal teams and departments, while an SLA is a formal agreement between the IT service provider and the customer. An OLA is used to ensure that internal teams are accountable for their services and that they work together efficiently to deliver high-quality IT services to the end-users.

The OLA document includes several important sections, such as:

1. Scope: This section outlines the services and processes covered by the agreement.

2. Responsibilities: This section defines the responsibilities of each team, including roles, tasks, and deliverables.

3. Service Levels: This section outlines the expected level of service for each team or department, including response times, resolution times, and availability.

4. Escalation Process: This section describes the escalation process for issues or incidents, including who to contact, how to escalate, and the expected response time.

5. Review Process: This section outlines the process for reviewing and updating the OLA, including how often it should be reviewed and who is responsible for reviewing it.

An OLA is an essential tool for ensuring that internal teams work together effectively to deliver high-quality IT services. By defining responsibilities, setting service levels, and outlining the escalation process, an OLA helps to ensure that issues are resolved quickly and effectively, and that end-users receive the best possible service.

In conclusion, an OLA is a critical document for any organization that relies on IT services. It helps to ensure that internal teams are accountable for their services, and that they work together efficiently to deliver high-quality services to the end-users. By understanding what an OLA is, how it works, and how it should be implemented, organizations can ensure that their IT services are delivered smoothly and effectively.