Operating Level Agreements (OLAs) are evolving from simple performance specifications to records of interdependence and shared accountabilities – something fundamentally new in the deal structure of outsourcing. The changing role of the OLA is a work-in-progress that is opening up unexpected opportunities for the parties to re-think the operating model in shared service environments.
In its work for the State of Texas Department of Information Resources, SAS progressed the way OLAs are used in multisourcing environment.
Les Druitt, a SAS founding principal, is quoted in this CIO.com article by Stephanie Overby.
– Tim Ryckman, 18-Feb-2013 – [bio]