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Operation Level Agreement (OLA)

Overview


An Operation Level Agreement (OLA) is an agreement between an internal service provider and an internal customer. Operation Level Agreements define the range and quality of the covered services.

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General

  • Organizational Unit, Cost Center, and Location: If you create a new configuration item, you can link it by the corresponding button to the respective organizational unit, cost center, and location. For existing configuration items, the ownership cannot be changed anymore.
  • Title: Title that is displayed on the corresponding search page in Matrix42 Software Asset and Service Management.
  • Contract Number: Number that identifies this agreement in your company.
  • Status: Displays the current status of the agreement and therefore maps the contract development.
  • Contract Responsible Person: Employee of your company who is responsible for this agreement.
  • Fulfillment Responsible Role: Role in your company that is responsible for this agreement.
  • Notes: Notes that are related to this agreement. 
  • Description: Detailed description of the agreement, such as additional remarks about contents or conditions of the contract.
  • Journal: Comments about your activities that are related to this configuration item. You cannot change the journal entries after they are made.

Period

  • Valid From: Date on which the contractual agreement takes effect. Depending on the Valid From date, the status is automatically monitored by the system to map contract development.
  • Valid Until: Date on which the contractual agreement expires. Depending on the expiration date, the status is automatically calculated by the system to map contract development.
  • Original Expiration Date: Original date on which the contractual agreement expires. 
  • Contract Does Not Expire: Select this option if this contract is valid for an indefinite time period.
  • Send E-mail When the Contract Expires: Select this option to get an email reminder from the system when the agreement expires.
  • Mail Number of Days Before Expiration: The reminder is sent this number of days before the contract expires. If you enter 0, the reminder is sent on the day the agreement expires.
  • Expiration Reminder Recipient: Persons to which the expiration reminder should be sent.
  • Reminder Copy: Persons to which a copy of the reminder email should be sent.
  • Automatic Renewal: Select this option to renew the agreement automatically.
  • Renewal Period: The agreement is renewed by the entered time period.
  • Time Unit: Unit of time for renewal of the agreement. Please note that if you select Per Calendar Day and activate the notification option, you will receive a daily reminder.
  • Cancellation: Cancellation modalities for this agreement.
    Example: 4 (= Cancellation Period) Weeks (= Time Unit) to the end of the quarter (= By).
    Other settings under Cancellation:
    • First Cancelation Date: First possible cancelation date.
    • Canceled by: Date on which the agreement was canceled (status = Canceled).
    • Send Cancelation Mail: Select this option to have an email reminder sent when this agreement can be canceled.
    • Mail Number of Days Before Cancelation: The reminder is sent this number of days before the cancellation date.
    • Cancelation Mail Recipient: Person to whom the cancellation reminder should be sent.
    • Reminder Copy: Persons to whom a copy of the reminder email should be sent.

Entitlement

  • Locations: Persons that are assigned to these locations are authorized to use this Operation Level Agreement.
  • Organizational Units: Persons that are assigned to these Organization Units are authorized to use this Operation Level Agreement.
  • Users: Persons that are authorized to use this Operation Level Agreement.
  • Note: If neither a location nor an organizational unit or user is selected, the Operation Level Agreement is valid for all users of the company.

Asset Scope

  • Stock Keeping Unit: All assets that correspond to this stock keeping unit are covered by the Operation Level Agreement.
  • Assets: Assets that are covered by the Operation Level Agreement.

Categories

Categories that are covered by the Operation Level Agreement.

Service Scope

  • Service Types: Services of these types are covered by this Operation Level Agreement.
  • Services: Services that are covered by this Operation Level Agreement.

Fulfillment

First Shot Rate: Ratio of total number of tickets to the number of tickets that were closed with the reason Directly Solved.

  • Acceptable Over Fulfillment (%): Maximum threshold above which the proportion is not supposed to rise.
  • Bonus: Optional monetary compensation in case of over-compliance.
  • Target Fulfillment (%): Agreed target value for the proportion.
  • Acceptable Under Fulfillment (%): Minimum threshold below which the proportion is not supposed to fall.
  • Penalty: Optional monetary deduction in case of under-compliance.

Reaction Rate: Ratio of total number of tickets to the number of tickets the reaction time of which has escalated.

  • Acceptable Over Fulfillment (%): Maximum threshold above which the proportion is not supposed to rise.
  • Bonus: Optional monetary compensation in case of over-compliance.
  • Target Fulfillment (%): Agreed target value for the proportion.
  • Acceptable Under Fulfillment (%): Minimum threshold below which the proportion is not supposed to fall.
  • Penalty: Optional monetary deduction in case of under-compliance.

Solution: Ratio of total number of tickets to the number of tickets the solution time of which has escalated.

  • Acceptable Over Fulfillment (%): Maximum threshold above which the proportion is not supposed to rise.
  • Bonus: Optional monetary compensation in case of over-compliance.
  • Target Fulfillment (%): Agreed target value for the proportion.
  • Acceptable Under Fulfillment (%): Minimum threshold below which the proportion is not supposed to fall.
  • Penalty: Optional monetary deduction in case of under-compliance.

Service Levels

Service Levels: Add the agreed ticket type, priority, service time profile, description, and reaction and solution times.

Availability

Target Availability

  • Ensured Availability (%): Target value for average availability of services.
  • Meantime Between Failures (MTBF) in Days: Target value for average time between service faults.
  • Meantime Between System Incidents (MTBSI) in Days: Target value for average incident-free time of services (time between two incidents).
  • Meantime to Restore Service (MTRS) in Days: Target value for average time that is needed to restore services (until a failed service is available again).

Capacity

  • Minimal Amount Users: Target value for the minimum required number of users of this service.
  • Capacity Maximal Users: Target value for the maximum permitted number of users of this service.

Attachments

For this Operation Level Agreement, copies of digital documents can be saved and later reopened.
Appointments
On the Appointments dialog page, you can manage all the Appointments that are related to this agreement.

Notes

On the Notes dialog page, you can manage all the Notes and memos that are related to this agreement.

Incidents

On the Incidents dialog page, you can manage all the Incidents that are handled under this Operation Level Agreement.

Problems

Problems that are handled under this Operation Level Agreement. Problems are derived from incidents if these cannot be solved immediately.

Changes

On the Changes dialog page, you can manage all the Service activities, such as solving a problem, that result in changes.

Tasks

On the Tasks dialog page, you can manage all the Tasks that were created in this context.

Actions

In the action pane, you can access the actions that are available for operation level agreements.

  • Create Task: Create a task from an Operation Level Agreement. The task is then automatically linked to this Operation Level Agreement.
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