The Service Level Management Process (MSM) is responsible for finding a realistic trade-off between the needs, expectations and cost of associated services, so that they are accepted by customers and the IT organization. The objective is also to ensure that all existing IT services will benefit from an agreed level of IT service and that future services will be provided for achievable purposes. Service level management is also responsible for ensuring that all appropriate agreements are in place at the operational level and support contracts for the supervision of creditors and other groups. Historically, OLA is primarily for IT services; OLA also used for other types of services. In Germany and Switzerland, the term OLA is particularly well known by ITIL. The OLA definition process will also be identical to the ALS definition process, which can be mentioned as ALS planning, development, pilot, publication, activation and monitoring. Taxes If the internal department is not safe, realistic conditions in operation; the internal division performs the pilot before it can equip the OLA for the next quarter or six months. If it is a Greenfield project, the internal department controls operations and observes trends, problems and patterns for a few months, then the basic OLAs. The service provider should always consult with piloted OLAs and redefine them based on observations. OLAs are an essential part of Service Level Management (SLM). As part of the service level management process, THE OLAs are constantly revised and adapted to modified SLAs as well as to changes in marginal technical conditions, or with the cessation of the quality of service obtained so far in practice. Responsive monitoring: follow-up of weekly reports, monthly reports, quarterly reports and evaluation of service quality. Proactive monitoring: proactive advice on operations and ensures that there are no OLA errors or violations, sanctions prevention, prevention of customer escalation and threats.

The Operational Level Agreement (OLA) refers to an agreement that is usually concluded within an organization between different organizational units and which aims to ensure a higher level of service agreement (SLA) of the organization vis-à-vis a third party. The OLA is therefore, unlike the ALS, an internal agreement to the organization, non-contractual, guaranteeing the high quality agreement. However, the two types of documents generally use identical structures and comparable concrete details on defined service delivery agreements (computer services or TK).