Good Reads ITSM Service Level Agreement SLA vs. OLA in ITSM: Key Differences, Examples, and Best Practices Service delivery in ITSM depends on measurable targets and clear internal accountability. Two core agreements define that structure: Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Though often grouped together, they serve distinct roles. Knowing how to separate and align SLA vs OLA is key to improving outcomes and avoiding friction between teams and […] Written by Gayathri R L July 25, 2025September 30, 2025
Good Reads Service Level Agreement Service Level Agreement (SLA): A Simple Guide for Businesses Over time, SLAs have moved from static documents into operational controls. Teams use them to guide response priorities, manage service commitments, and evaluate delivery quality across IT and business services. This shared definition reduces ambiguity and creates a common yardstick for service discussions. What Is a Service Level Agreement (SLA)? A Service Level Agreement defines how a […] Written by Chandana March 20, 2025February 11, 2026
