Sla Ola and Underpinning Contract in Servicenow

When it comes to ServiceNow contracts, two terms that you may come across are SLA OLA and underpinning contract. While these terms may sound intimidating, they are essential for ensuring that your ServiceNow platform runs smoothly and your organization meets its service level agreements.

First, let`s start with SLA OLA. SLA stands for Service Level Agreement, which is a contract between the service provider (in this case, ServiceNow) and the customer (your organization). The SLA outlines the level of service that the provider will deliver, including availability, performance, and support. It also specifies what happens if the provider fails to meet these levels, such as penalties or compensation.

OLA, on the other hand, stands for Operational Level Agreement. This is an agreement between different teams within your organization that outlines their roles and responsibilities in achieving the SLA. For example, the IT team may have an OLA with the customer support team, which outlines how they will work together to resolve customer issues.

Now, let`s talk about underpinning contract. This is a contract between the service provider and a third-party vendor that provides support for the service. For example, if your organization uses ServiceNow for IT service management, you may have an underpinning contract with a vendor who provides network infrastructure support. The underpinning contract ensures that both parties understand their roles and responsibilities and have a clear understanding of how they will work together to support the service.

Why are SLA OLA and underpinning contracts important? Without these contracts, it`s difficult to ensure that everyone involved in delivering the service is on the same page. The contracts provide clarity and accountability, which is essential for meeting service level agreements and ensuring customer satisfaction.

In summary, SLA OLA and underpinning contracts are crucial components of ServiceNow contracts. They ensure that everyone involved in delivering the service understands their roles and responsibilities, and they provide a clear framework for meeting service level agreements. As a professional, it`s important to understand these concepts and how they relate to ServiceNow contracts to ensure that you`re creating high-quality content that meets the needs of your audience.