Operational Level Agreements Toolkit

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Be accountable for providing guidance ensuring legal and business requirements are considered in the decisions related to management, enhancements and updates to contracts in the system.

More Uses of the Operational Level Agreements Toolkit:

  • Ensure service provisioning in line with existing and new or amended standards and service agreements that result from new services.

  • Ensure that all Service Management processes, Operational Level Agreements and Underpinning Contracts are implemented.

  • Ensure you officiate; Demand Management, virtualization, Service Delivery, automation and reliability and Cloud Engineering.

  • Identify, build and report on the performance of Service Level Agreements between IS and business teams.

  • Manage operational support vendor ensures ongoing Service Delivery and support meet agreed Customer Requirements.

  • Ensure your organization provides update on work progress to Customer Support Specialists and the Service Desk using call tracking system.

  • Provide first line investigation and diagnosis and promptly allocate unresolved issues as appropriate.

  • Organize: proactively promote positive customer relationships and mentors others to ensure client satisfaction and organizational success.

  • Ensure the delivery of the IS technology Supply Chain with proper fiscal oversight, controls and reporting.

  • Make sure that your enterprise establishes and satisfies complex system wide Information security requirements based upon the analysis of user, policy, regulatory, and resource demands.

  • Refine standard communication processes with customers and develop standard communications and Operational Level Agreements between WorkForce teams and Support.

  • Ensure and lead (self developed) monitoring of infrastructure performance and proactively (and reactively) address risks and (upcoming) issues.

  • Advise system owners on all matters, technical and otherwise, involving the security of assigned IT systems.

  • Manage the wired and wireless Network Infrastructure switches, routers, wireless controllers and access points.

  • Ensure the operation and delivery of an efficient and effective Service Desk, Call Center, and Technical Support function.

  • Ensure your planning has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.

  • Assure your organization leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.

  • Confirm your group provides management reports on IT Service Management operations, SLAs and issues regarding the support of IT resources.

  • Lead Policy Development related to IS support practices, identity and Access management, Asset Management and other areas.

  • Confirm your team ensures that activities are being performed at a high level of quality, and all process issues are escalated to the Service Desk management.

  • Get involved in the resolution of critical incidents (coordination with the various support teams, the quality team, user information).

  • Maintain and use the IT knowledge base, ensuring your customers are properly informed through your self service support.

  • Maintain the Engineering teams Operational Level Agreements to detect and respond to critical security Service Delivery issues.

  • Develop and operate an effective IS Service Management program aligned with recognized industry best practices.

  • Establish and maintain an effective Asset Management system; manage software, hardware and service assets from purchase to termination or disposal.

  • Ensure your business takes ownership of customer problems and work with a sense of urgency to resolve incidents and problems.

  • Pilot: document and maintain all IT system engineering procedures, protocols, policies, and system standards to ensure the security and integrity of the network.

  • Provide advice and training on technical aspects of technical architecture, systems and solutions related to Call Center and telephony technologies.

  • Coordinate: customer follow up to ensure that your end users needs have been met and ensuring Customer Satisfaction in every step of Problem Resolution.


Save time, empower your teams and effectively upgrade your processes with access to this practical Operational Level Agreements Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Operational Level Agreements related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Operational Level Agreements specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Operational Level Agreements Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 901 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Operational Level Agreements improvements can be made.

Examples; 10 of the 901 standard requirements:

  1. IT Organizations are often challenged to reduce their overheads and operational costs. Cost reduction initiatives can be difficult to manage and it is essential to target the right areas. Where can costs reasonably be reduced or margins improved without any service disruption or without affecting Service Levels?

  2. Is the term used to refer to the group-level construct of team efficacy or the individual-level construct of collective efficacy as described in referent-shift consensus composition?

  3. How will you create, sustain and rationalize Information Governance efforts that include executive sponsorship, policymaking, decision arbitration and daily operational management?

  4. Are ongoing operational costs, Service Levels and asset replacement schedules considered in the long term Strategic Planning process and in assessing long term investment dollars?

  5. How can a Support Service ensure consistency and reliability of service when a key input in Service Delivery chain - in many cases, information technology - is outside control?

  6. How will it services (applications and underlying infrastructure) be architected to achieve business requirements, including continuous availability and Business Continuity?

  7. How does a transition in Change Management structure impact the performance of successfully delivering both changes and releases of IT services at a financial organization?

  8. Considering how challenges may impact the successful management and control of a multisourcing environment, how does your organization decide which model is right for it?

  9. How can IT Operations successfully evolve from component management to end-to-end IT Service Management, encompassing business applications and underlying infrastructure?

  10. Does the ola demonstrate that the providers resources can provide a consistent capacity to sustain an adequate level of service throughout the life of the agreement?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Operational Level Agreements book in PDF containing 901 requirements, which criteria correspond to the criteria in...

Your Operational Level Agreements self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Operational Level Agreements Self-Assessment and Scorecard you will develop a clear picture of which Operational Level Agreements areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Operational Level Agreements Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Operational Level Agreements projects with the 62 implementation resources:

  • 62 step-by-step Operational Level Agreements Project Management Form Templates covering over 1500 Operational Level Agreements project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Procurement Audit: Are services/tasks combined in such a way that the market is used where relevant?

  2. Procurement Audit: Have guidelines incorporating the principles and objectives of a robust procurement practice been established?

  3. Scope Management Plan: Are estimating assumptions and constraints captured?

  4. Requirements Documentation: Where do system and software requirements come from, what are sources?

  5. Probability and Impact Assessment: Assuming that you have identified a number of risks in the Operational Level Agreements project, how would you prioritize them?

  6. Assumption and Constraint Log: Have Operational Level Agreements Project Management Standards and Procedures been established and documented?

  7. Schedule Management Plan: Are Operational Level Agreements project team members involved in detailed estimating and scheduling?

  8. Project Scope Statement: Will the risk status be reported to management on a regular and frequent basis?

  9. Requirements Management Plan: Will you use tracing to help understand the impact of a change in requirements?

  10. Lessons Learned: What on the Operational Level Agreements project worked well and was effective in the delivery of the product?

Step-by-step and complete Operational Level Agreements Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Operational Level Agreements project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Operational Level Agreements project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Operational Level Agreements project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Operational Level Agreements project with this in-depth Operational Level Agreements Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Operational Level Agreements projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Operational Level Agreements and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Operational Level Agreements investments work better.

This Operational Level Agreements All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.