OCE - Service Level Management

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).

Objective management is available under General\Company\Objectives by default.

Objective logical structure

OCE logical structure

• Objectives related to Agreements are automatically calculated based objectives scope (services and dates)
• Each objective has 1 target only
• Service Calendar, if applicable, wins over Objective Calendar
• For aggregated objectives, when overlapping, the one with highest priority is used

Standard Objective definition

TBC

Metric

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Working Calendars

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Objective Scope

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Events

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Colors

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Recording

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Add an Objective column to a Forced View

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