OmniTracker CleverEngine

CleverENGINE represents the specialized project solution which was developed by specialists of Cleverics based on the OMNITRACKER software product as a result of more than six years' experience of implementation of processes of management of IT services in the different companies.

The Cleverics company announced in May, 2011 new release of the specialized project solution OMNITRACKER CleverENGINE – applications for process automation of ITSM. The new release is the added and improved version of a product which absorbed the freshest project practice.

CleverENGINE is intended for the solution of such tasks as process automation of ITSM and migration of the existing automation systems constructed based on other products.

CleverENGINE is developed by the practicing ITSM consultants having rich practical experience in implementation of processes of ITSM. CleverENGINE has modern architecture and includes the most demanded functionality on process automation of management of IT services. At the same time the solution CleverENGINE is rather flexible to provide sales opportunity of that automation system which is necessary for each specific customer for the solution of the, unique tasks, by means of setup and completion during implementation.

CleverENGINE is developed based on the popular OMNITRACKER software product. The choice of OMNITRACKER is caused by the fact that this platform provides a unique combination of flexibility when developing new solutions and low total cost of ownership (TCO). The architecture of the product OMNITRACKER guarantees preserving of operability of new or modifed functionality of the automation system of the customer when updating a core of a system to the subsequent versions.

CleverENGINE is the only Russian product which is initially designed taking into account a problem of ensuring "soft" migration with HP OpenView Service Desk. Standard migration on CleverENGINE takes 2-4 months. Considerable reduction of terms of migration means decrease in TSO, reduction of load of personnel at migration and the minimum project risks.

"Specialists of Cleverics company have wide experience of implementation of different processes of management of IT services. Relying on it, we created the full-function product comprising answers to the most current questions of customers. When developing CleverENGINE we considered everything that so was not enough for us in the existing automation equipment. As a result the qualitative product giving more than opportunities for solving of tasks of management of IT", – Isaychenko Dmitry, the director of Cleverics consulting turned out.

CleverENGINE 2012

Development of CleverENGINE was begun in 2009, in 2010 the first implementations were executed, in 2011 registration of a product which result was a certificate on state registration was carried out. 2011 also brought the new clients who selected CleverENGINE for automation of the management processes of IT.

At last, at the beginning of 2012 the new release of CleverENGINE is released. In total 34 completions among which the optimization of performance executed according to the results of stress testing on 400 simultaneous connections, elimination of a number of errors and also implementation of new functionality are implemented. There are most significant changes:

• in "the magazine of ownership" of addresses of users and incidents information on what time is provided now an object was in area of responsibility of each of the groups participating in its processing what time was spent on waiting. It allows to make the fast analysis of the course of processing of an address / incident and also to calculate the "difficult" metrics of incident management defining degree of responsibility of the working groups in violation of terms of processing of incidents;
• the intellectual algorithm of automatic registration of incidents on events from monitoring systems executing suppression of "noise" and also correct event handling during the periods planned (both regular, and one-time) unavailability of objects of monitoring is implemented. Such implementation on the one hand provides accounting of events and time of unavailability of configuration units, and with another – decrease in number of false incidents at the expense of what expenditure of resources is reduced by their processing and the accuracy of reports increases;
• the possibility of automatic installation of category of an incident on the selected configuration unit is implemented. It increases also the speed of registration of incidents manually, and classification accuracy at automatic registration (for example, according to monitoring systems);
• the new data view of "A task of subordinates (Schedule)" intended for evident management of working time of subordinates is created. Now the head can appoint tasks to the subordinates, having before eyes the broad and evident picture of their loading by planned works.

The new release is available to implementation since January, 2012.

The Cleverics company expanded with spring of 2012 of a possibility of the CleverENGINE software product, having added to it control function by projects. Now IT heads can implement uniform command center in one software tool in which planning and control of all work types and labor costs of IT specialists is exercised: current and procedural transactions, IT processes and also IT projects.

Achilles' heel of the majority of ITSM systems – a possibility of planning and accounting only parts of the works performed by IT department. The lack of data on the kept and planned projects does not allow the heads working in IT department to receive the broad managerial picture at decision making about task allocation and use of resources.

The traditional solution of this problem consists in application of several software products from one or even different developers (often even solutions of one vendor actually represent software of different producers). In addition to high cost such solutions also differ in difficulties at integration of the systems of the class ITSM (IT Service Management), PPM (Project and Portfolio Management), CMDB (Configuration Management Database).

The new version of CleverENGINE – the specialized project solution on the OMNITRACKER platform is designed to correct this problem. In the next planned release of this application which is released in May, 2012 project management is implemented. New functionality is completely integrated with other components of a system – a uniform planning module and accounting of labor costs, job control (including procedural transactions), the module of carrying out approvals, change management. The possibility of export of the project plan (tasks and resources) in the Microsoft Project system, for example, for accomplishment of the analysis "that if is provided?", analysis of critical paths of the project or creation of additional reports. At the same time functionality of CleverENGINE on project management can be used both as the independent solution, and in the form of a basis for integration of an ITSM system with the existing corporate PPM system.