Page 191 - ITIL® Foundation 3.15
P. 191
OLA
An Operational Level Agreement is between a Service Provider and an Internal Group.
Operational Level Agreements are always between a
Service Provider and an Internal Operational Group.
Internal Group Abilities to Deliver
Are documented in
Operational Level Agreements
Allowing the Service level manager to negotiate targets in an SLA that are not more stringent than the operational group is capable of delivering.
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