运营级别协议(OLA)模板

5.4.

Service Provider Requirements...................................... ................................................. 6

5.5.

Service Assumptions.. .................................................. .................................................. . 6

6.

Service Management... .................................................. .................................................. ........ 6

6.1.

Service Avai lability.......................................... .................................................. ............. 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

.

< br>............................................... .................................................. ........ 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

2

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

）。

< br>

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:

3

IT Service Provider(s):

[Service Provider(s)]

(“Provider”)

IT Customer(s):

[Customer(s)]

(“Customer”)

The

following

stakeholders

are

responsible

for

the

deployment

and

ongoing

support

of

this

agreement:

(contact

information

may

include

E-mail

address,

phone

number,

support

line,

pager, etc.)

Stakeholder

Title / Role

Contact Information

[Stakeholder]

[Title / Role]

[Contact Information]

[Stakeholder]

[Title / Role]

[Contact Information]

[Stakeholder]

[Title / Role]

[Contact Information]

[Stakeholder]

[Title / Role]

[Contact Information]

4.

Periodic Review

This

Agreement

is

valid

from

the

Effective Date

outlined

herein and

is

valid

until the

Date

of

Termination

.

The

Agreement

should

be

reviewed

at

a

minimum

once

per

fiscal

year;

however,

in

lieu of a

review during any period specified, the current

Agreement

will remain

in effect.

The

Designated Review

Owner

(“Document Owner”)

is responsible

for

facilitating regular

reviews of this document. Contents of

this document

may be amended as

required, provided

mutual

agreement

is

obtained

from

the

primary

stakeholders

and

communicated

to

all

affected

parties.

The

Document

Owner

will

incorporate

all

subsequent

revisions

and

obtain

mutual agreements / approvals as required.

Designated Review Owner:

[Document Owner]

Review Period:

[Review Period]

e.g. “Annually” or “Quarterly”

Previous Review Date:

[Last or Previous Review Date]

Next Review Date

:

[Next Review Date]

This Agreement will

be posted to the

following

location and

will be

made accessible

to all

stakeholders:

Document Location:

[OLA Directory and/or Location]

5.

Service Agreement

In order to effectively support Service Level Agreements and/or other dependent agreements,

policies, processes and/or procedures, specific service parameters must be defined.

5.1.

Service Scope

4

The

following Services

are covered by this

Agreement;

full

descriptions,

specifications

and costs are outlined in the IT Service Catalog.

(References to the

Service Catalog

may

be pasted into this document or added as an Appendix to the Agreement for clarification,

if required)

Reference No.

2.1.1

9.3.1

12.1

–

12.9

Service

Batch Processing

Data Backup

Service Support

5.2.

Service Components

As a subset of services provided, the physical and/or logical components covered by this

Agreement

include

the

following:

(Itemize

all

applicable

infrastructure

components

associated with service provision, including any hardware and/or software)

Component Name

Application Server X

Application Server Y

File & Print Server Z

Network Hub A

Operating System B

Component Description

Primary application server for

Application Z

Backup application server for

Application Z

File & Printer Server for

Application Z

Network Hub for all

Application Z traffic

Operating system on

Application Servers X and Y

Component Location

IP 255.255.255.255

IP 255.255.255.255

IP 255.255.255.255

IP 255.255.255.255

Resides on Application Server

Y and Y

5.3.

Customer Requirements

Customer

responsibilities

and/or

requirements

in

support

of

this

Agreement

include:

List

Customer

responsibilities;

these

can

be

categorized

by

department,

application

or

specific to service parameters.

?

Adherence to any related policies, processes and procedures outlined in

Appendix

A: Related Policies, Processes and Procedures

.

?

Appropriate incidents and/or request prioritization as previously outlined and/or

in cooperation with the Service Provider.

?

Advanced scheduling of all service related requests and other special services

with the Service Provider.

?

Creation and maintenance of all required project documentation.

?

Appropriate use of support toolsets as outlined in

Appendix A: Related Policies,

Process and Procedures

.

?

Payment for all service-related setup and/or configuration costs prior to service

provision.

5