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).