Improve customer satisfaction with IT services by meeting expectations for time and quality An SLA document is typically composed of aspects of the service, including responsibilities, quality, and availability agreed between the service provider and the service user. Therefore, you need to make sure that you can deliver the promised product on the promised date. The document covers the following aspects. Three types of SLAs are available: enterprise, customer, and service levels. docs.servicenow.com/bundle/helsinki-it-service-management/page/product/service-level-management/concept/c_ServiceLevelAgreements.html When it comes to OLA, it is an agreement between the internal support groups of an institution that supports SLA. In accordance with the operational agreement, each domestic support group has specific responsibilities vis-à-vis the other group. The OLA clearly reflects the performance and relationship of internal service groups. community.servicenow.com/community?id=community_question&sys_id=418f36e9db58dbc01dcaf3231f96194b OLA or Operational Level Agreement and SLA or Service Level Agreement are widely used agreements in the information technology sector. Well, the names themselves show that they are different in their characteristics. The SLA at the enterprise level covers all the general topics relevant to the organization and they are the same throughout the organization. For example, in the organization-level security SLA, each employee must create passwords with eight characters and change them every thirty days or each employee must have an access card with a printed photo. .