运营级别协议(ola)模板

《运营级别协议(ola)模板》由会员上传分享，免费在线阅读，更多相关内容在应用文档-天天文库。

1、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1.02011-5-27新建运营级别协议模板审批信息审批人职级审批日期11TableofContents1.AgreementOverview42.Goals&Objectives43.Stakeholders44.PeriodicReview55.ServiceAgreement55.1.ServiceScope55.2.ServiceComponents65.3.CustomerRequirements65.4.Se

2、rviceProviderRequirements75.5.ServiceAssumptions76.ServiceManagement76.1.ServiceAvailability76.2.ServiceMeasurement86.3.ServiceReporting86.4.ServiceMaintenance96.5.ServiceRequests96.6.ServiceExceptions9AppendixA:AssociatedPolicies,ProcessesandProcedures11A.1

3、ChangeManagement11A.2ReleaseManagement11A.3IncidentManagement11A.4ProblemManagement11A.5ConfigurationManagement12AppendixB:Definitions12AppendixC:Amendments12C.1Amendment1:LicenseFees1211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（O

4、LA）。ThisAgreementrepresentsanOperationalLevelAgreement(“OLA”or“Agreement”)betweenthe[ServiceProvider]groupand[ServiceConsumer]fortheprovisioningofITservicesrequiredtosupportandsustain[SystemName,ServiceNameand/orassociatedServiceLevelAgreement(SLA)].ThisAgre

5、ementremainsvaliduntilsupersededbyarevisedagreementmutuallyendorsedbythestakeholders.ChangesarerecordedintheAmendmentssectionofthisAgreementandareeffectiveuponmutualendorsementbytheprimarystakeholders.ThisAgreementoutlinestheparametersofallITservicescovereda

6、stheyaremutuallyunderstoodbytheprimarystakeholders.ThisAgreementdoesnotsupersedecurrentprocessesandproceduresunlessexplicitlystatedherein.1.Goals&ObjectivesThepurposeofthisOperationalLevelAgreement(“OLA”or“Agreement”)istoensurethattheproperelementsandcommitm

7、entsareinplacetoprovideconsistentservicesupportanddeliverytotheCustomer(s)bytheServiceProvider(s).ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider(s)andCustomer(s).TheobjectivesofthisAgreementareto:·Provideclearrefe

8、rencetoserviceownership,accountability,rolesand/orresponsibilities.·Presentaclear,conciseandmeasurabledescriptionofserviceprovisiontothecustomer.·Matchperceptionsofexpectedserviceprovisionwithac