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:

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

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

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

  • Maintain and use the IT Knowledge Base, ensuring your customers are properly informed through your Self Service support.

  • Arrange that your operation supports customers at the highest levels in the development and implementation of doctrine and policies.

  • Be certain that your project provides update on work progress to Customer Support Specialists and the Service Desk using call tracking system.

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

  • Inform the staffing and Service Availability needs for other IS departments based on incident and Event Data.

  • Assure your organization provides management reports on IT Service Management operations, SLAs and issues regarding the support of IT Resources.

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

  • Confirm your team establishes and satisfies Complex System wide Information security requirements based upon the analysis of user, policy, regulatory, and resource demands.

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

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

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

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

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

  • Pilot: actively lead the design and documentation of the Knowledge Management repositories and networking tools.

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

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

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

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

  • Develop and operate an effective IS Service Management program aligned with recognized industry Best Practices.

  • 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.

  • Secure that your organization takes ownership of Customer Problems and work with a sense of urgency to Resolve Incidents and problems.

  • Provide advice and training on technical aspects of Technical Architecture, Systems And Solutions related to Call Center and telephony technologies.

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

  • Oversee: proactively promote positive Customer Relationships and mentors others to ensure Client Satisfaction and organizational success.

  • Ensure service provisioning in line with existing and new or amended standards and Service Agreements that result from New Services.

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


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 999 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 999 standard requirements:

  1. Do Operational Level Agreements rules make a reasonable demand on a users capabilities?

  2. How will you measure the results?

  3. What is the range of capabilities?

  4. What is the output?

  5. Is supporting Operational Level Agreements documentation required?

  6. What is the scope?

  7. What are the success criteria that will indicate that Operational Level Agreements objectives have been met and the benefits delivered?

  8. When a Operational Level Agreements manager recognizes a problem, what options are available?

  9. In a project to restructure Operational Level Agreements outcomes, which stakeholders would you involve?

  10. What are the long-term Operational Level Agreements goals?

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 994 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. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Operational Level Agreements project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Operational Level Agreements Project Team have enough people to execute the Operational Level Agreements Project Plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Operational Level Agreements Project Plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

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.