Gartner Research

Define Operating-Level Agreements to Enhance Performance When Outsourcing

Published: 10 August 2009

ID: G00163282

Analyst(s): William Maurer, Gilbert van der Heiden


An increasing number of organizations worldwide are starting to use operating-level agreements in IT outsourcing deals, but often with limited success. Sourcing, vendor and contract managers can use Gartner's high-level process to define OLAs and enhance operational performance.

Table Of Contents
  • Overview
  • Develop and Better Define OLAs
    • Focus on Measurement Program Goals
    • Identify the Service Components Relevant to OLAs
    • Determine Which Services Need Integration
    • Create a Business Service Blueprint
    • Involve Providers to Map Service Components to the Blueprint
    • Include the Service Descriptions in the OLA
    • Implement the OLA
  • Apply This Process to Drive Provider Behavior

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