Activity
Underpinning contracts and Operational Level Agreements
Planning the SLM Process
Description
Description
Most IT service providers to a certain extent depends on their internal and external providers. They cannot commit to meeting SLA targets unless their own supplier's performances underpin these targets. For these purposes many organisations make agreements with internal support groups (OLAs). To ensure a good cooperation with external partners it is necessary to sign Underpinning Contracts (UCS) with service descriptions.
Organisation
Responsible role
Project Management