Document background
The Operational Level Agreement (OLA) is a critical internal document used to formalize service relationships between departments or units within an organization operating under Irish jurisdiction. This agreement type is essential when organizations need to establish clear, measurable service commitments between internal service providers and their internal customers. It includes detailed service specifications, performance metrics, operational procedures, and accountability measures, all aligned with Irish legal requirements and best practices. The OLA helps organizations maintain service quality, manage expectations, and ensure efficient cross-departmental collaboration while providing a clear framework for dispute resolution and service improvement.
