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.

Each Objective has a target (time interval when a Ticket is expected to move from a T1 state to a T2 state), one or more triggers (precise moments referring to the target where Action can be set).

Action can be configured on each trigger (for example, notification messages to solicit the progress of a Ticket).

FianllySM - 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).