Specialized software solution CleverENGINE is an application for ITSM processes automation, developed by Cleverics specialists on the basis of OMNITRACKER. CleverENGINE is designed to help customers in accomplishment of the following tasks:

• automation of ITSM processes implemented or improved by Cleverics specialists within consulting projects
• migration of existing ITSM systems based on HP OpenView Service Desk 4.5.

CleverENGINE functional capabilities

CleverENGINE was created by Cleverics specialists as a result and generalization of six-years experience in IT service management processes implementation in different companies, in various situations (that means different tasks, used software solutions etc.). We can therefore state that CleverENGINE includes most typical — needed by many customers — functional capabilities for ITSM processes automation. Specific customers’ requirements can also be implemented in CleverENGINE by means of customization within the project.

Built-in functional capabilities of CleverENGINE are as follows:

	Incident management and request fulfillment processes (here and later— processes according to ITIL v3)
	Problem management process
	Configuration management process and CMDB
	Change and release management processes
	Service level management process and IT services catalogue management
	Task and scheduled operations management
	Powerful approval engine (including complex approval routes and predefined approval rules)
	A unified mechanism for recording specialists’ efforts
	Scalable knowledge base with full-text search capabilities
	Software licenses recording and control (including complex licensing models, i.e. one license permits usage of several products and vice versa — one product requires several licenses)
	External service, hardware and software supplier contracts accounting
	Configuration items availability control (both manually and by means of integration with monitoring tools)

Being based on OMNITRACKER, CleverENGINE solution also inherits its basic functionality, particularly:

	Single sign-on via Active Directory
	Powerful data model constructor
	Powerful tools for business-logic development
	Workflow-models visual editor for all objects
	Advanced security capabilities
	Universal integration interfaces with other systems

Migration from HP OpenView Service Desk 4.5

CleverENGINE solution is developed bearing in mind the following tasks of migration from HP OpenView ServiceDesk 4.5:

• providing customers with new capabilities for ITSM processes automation, which were not available in HP OpenView Service Desk 4.5
• saving customers’ investments into existing ITSM processes by means of
  • ability to save current processes automation logic, particularly using the same information objects (work orders, service calls, incidents etc.), saving workflows of objects, classification and so on
  • user interface, specially developed as similar to HP Openview Service Desk 4.5 as possible
  • high-level backward compatibility of data model with HP Openview Service Desk 4.5, that helps to transfer existing data during migration smoothly.

1. Automatic incident priority increasing for protection against deadline breach
2. Incidents and Service calls  solution knowledge base
3. Deadline recalculation after suspension of processing due to customer reasons
4. Links between same-type objects (like service call to service call etc.)
5. Using work orders as a universal tool for task management (due to precise control of permissions granted to work order initiator, responsible specialist etc.)
6. Chains of linked Work orders in Service Calls and Incidents
7. Regular (scheduled) operations automation
8. A unified mechanism for recording specialists’ efforts
9. CMDB visualization
10. CI links attributes (impact propagation, comments etc.)
11. CI availability control
12. Product catalog in CMDB
13. Software licenses recording and control
14. SLM with expandable list of IT service characteristics
15. Standard service requests description within SLA
16. Powerful universal approval mechanism
17. Powerful universal mechanism for processing incoming and outgoing e-mails
18. Unrestricted data-model expansion
19. Single sign-on via Active Directory 
20. Selective permissions on configuration of individual objects and processes (like incident manager can configure project priority rules, workgroup manager can control members of subordinate groups etc.)

The list of new functional capabilities presented above is not comprehensive. It contains only functions that are available to customers for implementation of new or significantly improved process automation features. However, CleverENGINE solution created on OMNITRACKER platform also gives users a lot of features useful in daily work. For example, comments with automatic mark insertion about time and author of the comment, flexible configuration of mandatory and available (editable) fields for all objects, fast screenshot attachment, flexible configuration of data views and many others.

Expandability of CleverENGINE

Unlike many other similar ITSM processes automation solutions CleverENGINE is not an «out-of-the-box solution» with strict functional boundaries established by its developer. CleverENGINE is a Rapid Application Development environment (RAD), which allows to implement features which are needed by a particular customer for solution of his or her own unique tasks. Moreover, expandability capabilities of CleverENGINE might go far beyond the boundaries of ITSM.

Particularly, using current solution we plan to actively expand CleverENGINE with such functions as web-portal for users, automation of purchase and stock management of IT assets, project activities management and others. These functional additions can be implemented during projects with end-customers as well as within internal CleverENGINE improvement activities.

Moreover, all built-in functions of CleverENGINE can also be redesigned and reconfigured during implementation project if needed. We do not limit customers with predefined object workflows, fixed dictionaries and similar restrictions. All functional capabilities of CleverENGINE, both built-in and created by customers’ demands, are available to customers for modification at their own disposal.

OMNITRACKER architecture ensures integrity of new or redesigned application features after upgrade to later versions of OMNITRACKER engine. Such upgrade is not an expensive migration project from one version to another, but а simple installation of new OMNITRACKER version over the previous one. This procedure might be easily carried out by customers itself without external help.