Templates for Operations Level Agreements (OLA)

This template supports the Service Level Manager to establish an OLA with the Backup Team about

• Backup
• Retention
• Restore
• Recovery

In case that this internal aspect of Service Level Management is not introduced today, this template supports pro-active IT-Managers in becoming prepared for this next step - which will come for sure - by planning and extending the Service Catalogue for Backup and Recovery and introducing and measuring internal performance indicators.

During cost estimations the Project Managers can quickly identify if basic backup and recovery services are sufficient or his project might require some of the more advanced (and more expensive) services.

This template supports the

• Service Level Manager to establish an OLA with the DBA Team
• DBA Team in planning and extending the Service Catalogue for basic and advanced DBA-services and introducing and measuring internal performance indicators
• Project Managers in identifying (or excluding) the need for advanced (and more expensive) DBA-services, allowing more accurate cost estimation