Task: Create Operational Level Agreements

Operational Level Agreements (OLAs) are to be made between all parties involved in the service delivery. In the OLAs all information is stored to make sure that all resources know who to contact, how, with what information, in what case. The OLAs are very pragmatic documents, showing the relationship between parties.

OLAs should not only be made between the parties involved in the contract between Capgemini and the Client. OLAs are often also needed between parties that do not have a direct contractual relationship. For instance if the Client has a subcontractor like a hardware or database maintenance supplier and Capgemini needs to trigger an action of this subcontractor on behalf of the Client. Or, in the case the Client has appointed an external party as the services integrator. Although there might not be a formal contractual relationship between that services integrator and Capgemini, we do need to work together. The way we would work together including the necessary contact details and required communication would be described in an OLA. The other work streams like for instance the Knowledge Exchange work stream and Technology And Infrastructure work stream may encounter the need for such OLAs during their activities and will then request the Finance And Contracts work stream to create them.

The typical OLA contains responsibilities, contact names, telephone numbers, email addresses, reference numbers, a normal process flow and an escalation process flow. The OLAs are to be always kept up-to-date, both during the transition program and during the continuous service delivery, as having the right information when you need it, is key for service delivery.

Operational Level Agreement artifacts are stored in the appropriate document repository for future use during the continuous service delivery.

The link(s) to all OLAs are entered in the artifact Service Engagement Team Member On-Boarding Kit, which is used for any resource that needs to be on-boarded either during the transition program or during continuous service delivery in the future.