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.
Indice
Objective 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
| Field | Meaning | Comments |
|---|---|---|
| Type | Standard vs. Aggregate | |
| Metric | Lead time for workflow (status A -> status B)
Group lead time for workflow (status A -> status B) Difference between date fields Difference between numeric fields || | |
| Target | The target agreement for the objective | |
| Calculation frequency | Delay in seconds between each calculation | |
| Scope Filter | Attributes to define the set of tickets for which the objective is calculated | |
| Scope Parameters | Selection of values for the metric | |
| Scope Flow Properties | Definition of behaviour for workflow statuses (e.g. calculation suspension) | Frozen: when Ticket is in a Frozen status, the objective calculation is stopped.
When Ticket exit from a Frozen status and enter in a not Frozen or Suspended: all the time passed on Frozen status is added. Suspended: when Ticket is in a Suspended status, the objective calculation is stopped. When Ticket exit from a Suspended status and enter in a not Frozen or Suspended: all the time passed on Suspended status is NOT added. |
| Events | Definition of events triggered in time (to be used for actions) | |
| Colours | Definition of RAG colours for objective fields | |
| Recording | Settings used to create snapshots of objective data to be used in trend analysis |
Metric
Lead Time for workflow tickets
Difference between fields - datetime
Difference between fields - numeric =
Group lead time for workflow tickets
Working Calendars
TBC
Objective Scope
TBC
Events
TBC
Colors
TBC
Recording
TBC
Add an Objective column to a Forced View
TBC
