Differenze tra le versioni di "OCE - Service Level Management"
Da itm wiki.
| Riga 3: | Riga 3: | ||
It allows to define ''[[Glossary|Metrics]]'' and notifications for different ''[[Glossary|Workflow]]''. | It allows to define ''[[Glossary|Metrics]]'' and notifications for different ''[[Glossary|Workflow]]''. | ||
| − | + | The main parameters for each ''[[Glossary|Objective]]'' are: a ''[[Glossary|Metric]]'' , a target(expected time interval for a ''[[Glossary|Ticket]]'' to reach ''[[Glossary|Objective]]'' final ''[[Glossary|Status]]'') and a scope. | |
| − | ''[[Glossary|Action]]'' can be configured on each | + | ''[[Glossary|Action]]'' can be configured on each ''[[Glossary|Objective]]'' to manage events (for example, notification messages to solicit the progress of a ''[[Glossary|Ticket]]''). |
| − | + | Finally ''[[Glossary|SM - Service Managment]]'' module can be configured to visualize the elapsed time or missing time for ''[[Glossary|Ticket]]'' related to ''[[Glossary|Objective]]'' (through columns that can be placed in the Ticket View). | |
Versione delle 16:19, 25 ott 2017
OCE (Objective Calculation Engine) is an optional itmSUITE® module that allows you to check Ticket processing time.
It allows to define Metrics and notifications for different Workflow.
The main parameters for each Objective are: a Metric , a target(expected time interval for a Ticket to reach Objective final Status) and a scope.
Action can be configured on each Objective to manage events (for example, notification messages to solicit the progress of a Ticket).
Finally SM - Service Managment module can be configured to visualize the elapsed time or missing time for Ticket related to Objective (through columns that can be placed in the Ticket View).
