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

• Filters

• Service History Review

Add Review

To add an OLA Review, perform the following steps:

1. Navigate to SLA > User > Service Quality > Service Review > Operational Level Agreement Review.
   Operational Level Agreement list is displayed.
   
   Figure: Operational Level Agreement List

2. Click ID hyperlink to view the OLA Review page.
   Service Review page is displayed.
   

   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.
   

   Figure: Saved
   

5. Newly added Review is displayed on the OLA Review List of the selected OLA.
   

   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 > User > Service Quality > Service Review > Operational Level Agreement Review.
   OLA Review page is displayed.
   

   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.
   

   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 > User > Service Quality > Service Review > Operational Level Agreement Review.
   OLA Review List page is displayed.
   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.
   

   Figure: OLA Review
   

5. Click Service Review History on the action panel of the OLA Review page to view the changes.
   

   Figure: Service Review
   

6. Service Review History popup window is displayed with the changes that include Old and New values.
   

   Figure: Service Review History