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ID:33296515
大小:120.28 KB
页数:11页
时间:2019-02-23
《运营级别协议(ola)模板》由会员上传分享,免费在线阅读,更多相关内容在应用文档-天天文库。
1、运营级别协议(OLA)服务提供者:客户:生效日期:文档所有者:版本信息版本日期修订说明修订人1.02011-5-27新建运营级别协议模板审批信息审批人职级审批日期11TableofContents1.AgreementOverview42.Goals&Objectives43.Stakeholders44.PeriodicReview55.ServiceAgreement55.1.ServiceScope55.2.ServiceComponents65.3.CustomerRequirements65.4.Se
2、rviceProviderRequirements75.5.ServiceAssumptions76.ServiceManagement76.1.ServiceAvailability76.2.ServiceMeasurement86.3.ServiceReporting86.4.ServiceMaintenance96.5.ServiceRequests96.6.ServiceExceptions9AppendixA:AssociatedPolicies,ProcessesandProcedures11A.1
3、ChangeManagement11A.2ReleaseManagement11A.3IncidentManagement11A.4ProblemManagement11A.5ConfigurationManagement12AppendixB:Definitions12AppendixC:Amendments12C.1Amendment1:LicenseFees1211协议概述这份协议是服务提供者(IT服务台)和客户(灾备部)之间达成的用于支持和维护用户(灾备部)所要求的流程督办这项服务的一份运营级别协议(O
4、LA)。ThisAgreementrepresentsanOperationalLevelAgreement(“OLA”or“Agreement”)betweenthe[ServiceProvider]groupand[ServiceConsumer]fortheprovisioningofITservicesrequiredtosupportandsustain[SystemName,ServiceNameand/orassociatedServiceLevelAgreement(SLA)].ThisAgre
5、ementremainsvaliduntilsupersededbyarevisedagreementmutuallyendorsedbythestakeholders.ChangesarerecordedintheAmendmentssectionofthisAgreementandareeffectiveuponmutualendorsementbytheprimarystakeholders.ThisAgreementoutlinestheparametersofallITservicescovereda
6、stheyaremutuallyunderstoodbytheprimarystakeholders.ThisAgreementdoesnotsupersedecurrentprocessesandproceduresunlessexplicitlystatedherein.1.Goals&ObjectivesThepurposeofthisOperationalLevelAgreement(“OLA”or“Agreement”)istoensurethattheproperelementsandcommitm
7、entsareinplacetoprovideconsistentservicesupportanddeliverytotheCustomer(s)bytheServiceProvider(s).ThegoalofthisAgreementistoobtainmutualagreementforserviceprovisionbetweentheServiceProvider(s)andCustomer(s).TheobjectivesofthisAgreementareto:·Provideclearrefe
8、rencetoserviceownership,accountability,rolesand/orresponsibilities.·Presentaclear,conciseandmeasurabledescriptionofserviceprovisiontothecustomer.·Matchperceptionsofexpectedserviceprovisionwithac
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