---
title: "Operational Level Agreement Review"
slug: "operational-level-agreement-review"
updated: 2026-02-13T08:59:04Z
published: 2026-02-13T08:59:04Z
canonical: "help.symphonysummitai.com/operational-level-agreement-review"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Operational Level Agreement Review

The **Operational Level Agreement (OLA) Review** is a structured process within SLA Management used to periodically evaluate the performance of internal support teams or departments against defined operational commitments. Unlike SLA reviews, which focus on external service delivery to customers, OLA reviews measure internal service performance that supports the fulfillment of SLAs.

- [Add Review](/apex/docs/operational-level-agreement-review#add-review)
- [Filters](/apex/docs/operational-level-agreement-review#filters)
- [Service History Review](/apex/docs/operational-level-agreement-review#service-review-history)

## Add Review

To add an OLA Review, perform the following steps:

1. Navigate to **SLA** > **Service Review** > **Operational Level Agreement Review**. Operational Level Agreement list is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/OLAR(1).png) Figure: Operational Level Agreement List
2. Click **ID** hyperlink to view the OLA Review page. Service Review page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ola r.png)

Figure: Service Review
3. Enter the required details.

For more information, refer to the following Field Description:

| Field | Description |
| --- | --- |
| Service Type | Specifies **Service Type**, this is a pre-filled field with a value **Operational Level Agreement** and cannot be modified. It indicates that the review is for an internal operational agreement. |
| Service Name | Auto-populated based on the selected OLA **ID**. Provides the official service name being reviewed and this field is read-only. |
| Customer | Auto-populated based on the selected OLA ID, showing the customer associated with the OLA. |
| Review Type | Enter **Review Type**, this specifies the nature of the review. Example: Quarterly Capacity Review, Incident Response Evaluation. |
| Reviewer | Enter the **Reviewer Name**. This is the name of the individual conducting or responsible for the OLA review. |
| Planned Review Date | Select **Planned Review Date** for scheduling the review meeting in advance. Helps in planning and aligning with stakeholders. |
| Actual Review Date | Select **Actual Review Date** it captures the real date the review took place, useful for audit and tracking delays. |
| Review Period From | Select **Review Period From,** define the start time for Review. |
| Review Period To | Select **Review Period To**, define the end time for Review. |
| Description | Enter **Description**, this is the general description of the OLA review, its purpose, scope, or agenda. |
| Participants From Client Side | Enter internal stakeholders or users who benefit from the operational services being reviewed. |
| Participants from IT Organization | List members of the operational teams who are responsible for service delivery under the OLA. |
| Positive Comments | Enter notes on areas where internal service delivery was effective or exceeded expectations. |
| Negative Comments | Enter issues in internal service performance. |
| Client View Point | Enter the customer's feedback on service performance. |
| IT Organization View Point | Enter internal IT team’s justifications or clarifications regarding service performance. |
| Improvements | List suggestions or action items to improve internal service delivery, workflows, or coordination. |
| Remarks | Add any additional notes or closing comments related to the review. |
| Attachment | Upload relevant documents such as reports, screenshots, supporting data, or meeting minutes. |
4. Click **Submit** to add the Review to the list. A success message is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/saved(1).png)

Figure: Saved
5. Newly added Review is displayed on the OLA Review List of the selected OLA. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/list1.png)

Figure: Service Review

## Filters

To view the List and Filters in Operational Level Agreement Review page, perform the following steps:

1. Log in to the application as an Admin.
2. Navigate to **SLA** > **Service Review** > **Operational Level Agreement Review**. OLA Review page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ola review.png)

Figure: Operational Level Agreement Review For more information on the list items, refer to the following Field Description.

| Field | Description |
| --- | --- |
| ID | Specifies the all the configured OLAs with unique IDs. Click on ID to view the OLA configuration. |
| Created Date | Displays the created date and time of the OLA. |
| Service Name | Indicates the Service name configured for each of the OLA. |
| Status | Displays the current status of the OLA. |
| Description | Displays the brief description of the OLA and an hyperlink to view more if the content is long. |
| Service Workgroup | Displays the Service Workgroup configured for each OLA. |
3. Click **Filters** by hovering on the action panel. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1752644534445.png)

Figure: Filters
4. Click **Submit** by applying all the required Filters.

## Service Review History

All the changes made to the Service Review can be viewed for the specific review item from the List page. This provides details such as Column Name on which the change was performed and the user who performed the change. It also includes the date time of the change along with old and New values.

To view the Service Review History, perform the following steps:

1. Log in to the application as an Admin.
2. Navigate to **SLA** > **Service Review** > **Operational Level Agreement Review**. OLA Review List page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ola review.png) Figure: OLA Review List
3. Click OLA **ID** hyperlink for which you want to view the submitted reviews.
4. Click **Service Review ID** in the List section of the Review page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ola r(2).png)

Figure: OLA Review
5. Click **Service Review History** on the action panel of the OLA Review page to view the changes. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sr history.png)

Figure: Service Review
6. Service Review History popup window is displayed with the changes that include Old and New values. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sr his.png)

Figure: Service Review History