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
Standard Objective definition
TBC
Metric
TBC
Working Calendars
TBC
Objective Scope
TBC
Events
TBC
Colors
TBC
Recording
TBC
Add an Objective column to a Forced View
TBC
