In the paper we analyze, basing on the practical experiences, how the Generic IT Organization Model could be used to describe evolution of real-world IT support organization in relation to IT Service Management area.

The purpose of this publication is to present a generic model of the IT organization evaluation process as an attempt to systematize and describe the continuous actions and changes in the organization.

The paper concerns practical implementation of the Operational Level Agreement (OLA) compared to the Service Level Agreement (SLA).