---
title: **ITOM ESM Cloud Service Monthly Report - Jan 2025**
source:
author: shenwei
published:
created: 2025-03-02
description: This report contains the main work of the ESM Cloud Service team and shows the load of the team's work in the form of data, and describes some issues and risks for continuous improvement.
tags: [Cloud, Customer, Product]
---


# **ITOM ESM Cloud Service Monthly Report - Jan 2025**

**2025/1/1 ~ 2025/1/31**

This report contains the main work of the ESM Cloud Service team and shows the load of the team's work in the form of data, and describes some issues and risks for continuous improvement.

# Table of Content:
- [[#Product Cloud Service|Product Cloud Service]]
	- [[#Product Cloud Service#Planned Maintenance Window Changes|Planned Maintenance Window Changes]]
	- [[#Product Cloud Service#Upgrade Plan|Upgrade Plan]]
	- [[#Product Cloud Service#Unplanned Production Change|Unplanned Production Change]]
	- [[#Product Cloud Service#Tenant Provision Services|Tenant Provision Services]]
	- [[#Product Cloud Service#Product Trial Service|Product Trial Service]]
- [[#Customer Cloud Service|Customer Cloud Service]]
	- [[#Customer Cloud Service#Customer Cloud Service|Customer Cloud Service]]
	- [[#Customer Cloud Service#Major Incident & RCA|Major Incident & RCA]]
	- [[#Customer Cloud Service#Customer Order & Fulfillment Highlights|Customer Order & Fulfillment Highlights]]
	- [[#Customer Cloud Service#Monthly SLA|Monthly SLA]]
- [[#Cloud DevOps/SRE|Cloud DevOps/SRE]]
	- [[#Cloud DevOps/SRE#ITOM Operation Platform 25.1|ITOM Operation Platform 25.1]]
	- [[#Cloud DevOps/SRE#ESM Cloud Application WAF Enablement|ESM Cloud Application WAF Enablement]]
	- [[#Cloud DevOps/SRE#ESM GCP onboarding|ESM GCP onboarding]]
	- [[#Cloud DevOps/SRE#Security & Compliance|Security & Compliance]]
	- [[#Cloud DevOps/SRE#Cloud BI Reporting|Cloud BI Reporting]]

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# Product Cloud Service

## Planned Maintenance Window Changes

- **ESM Standard Planned Changes**
   - There were a total of **::22::** times of (SMX/CMS/OMT/OO, FedRAMP, DCA, ITOM Aviator) Upgrade/Patch/Hotfix deployments to various farms
   - **ESM farms** (**::EU3/US7/US2/US24/US26::**) were upgraded to ESM latest major version **::ESM 25.1::** by the end of Jan, 2025
-  **ITOM Operation Platform** **::25.1::** was upgraded on ESM farm (**::EU3/US24::**) by the end of Jan, 2025
-  **ITOM Aviator Service** (**::EU30::**) was already upgraded to **::25.1::**
-  All ESM Farm's **AWS EKS** version were upgraded to **::1.30::**
-  FedRAMP **::AMI Rotation::** + **::RDS 15.4 +EKS Upgrade::** was done successfully in Jan maintenance window

![image.png](http://zipline.ishenwei.online/u/TpWM1Z.png)

![image.png](http://zipline.ishenwei.online/u/iJ088Q.png)

![image.png](http://zipline.ishenwei.online/u/WGaKk4.png)

![image.png](http://zipline.ishenwei.online/u/OYABda.png)

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## Upgrade Plan

**ESM 25.1 Upgrade Plan -  ::IN PROGRESS::**

![image.png](http://zipline.ishenwei.online/u/TgTE2M.png)

---
## Unplanned Production Change

- > Total **::26::** Unplanned Production Changes deployed to different ESM farms in this month
- > **::The number of additional unplanned change requests generated by product quality increased again this month. This needs to be taken seriously by the RnD team and analyzed after the fact to reduce similar problems and additional production changes.::**

![image.png](http://zipline.ishenwei.online/u/xXKQR1.png)

![image.png](http://zipline.ishenwei.online/u/WLQ91Z.png)

![image.png](http://zipline.ishenwei.online/u/cDcHDT.png)

---

## Tenant Provision Services

- > There were a total of **::17::** tenant provision request fulfilled in this month.

![image.png](http://zipline.ishenwei.online/u/Tu7f0F.png)

![image.png](http://zipline.ishenwei.online/u/9dqHZ3.png)

---

## Product Trial Service

- > There were a total of **::252::** product trial related service request fulfilled in this month.

![image.png](http://zipline.ishenwei.online/u/S5UkaH.png)

![image.png](http://zipline.ishenwei.online/u/LcnjR3.png)

![image.png](http://zipline.ishenwei.online/u/S0hBGT.png)

- > CT Trial (External Customer SMAX Only Trial)  - 12

![image.png](http://zipline.ishenwei.online/u/DiZRD1.png)

- > Internal SMAX Premium Trial - 58

![image.png](http://zipline.ishenwei.online/u/UBvgzB.png)

- > HCMX Trial - 1

![image.png](http://zipline.ishenwei.online/u/VADMwI.png)

- > ESM (SMAX/AMX/CMS) Trial - 8

![image.png](http://zipline.ishenwei.online/u/2SCiiC.png)

- > **::ITOM Aviator Trial - 14::**

![image.png](http://zipline.ishenwei.online/u/BXkHWQ.png)

---

# Customer Cloud Service

## Customer Cloud Service

- > There were a total of **::84::** Customer Cloud Service Requests handled by ESM Cloud Service team in PCS
- > **::Special thanks to Remi's ESM Cloud RnD team for their cooperation in handling the customer's Cloud Service Request with technical support and staff coverage!::**



![image.png](http://zipline.ishenwei.online/u/eYDiqG.png)

![image.png](http://zipline.ishenwei.online/u/PPGtAi.png)

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## Major Incident & RCA

> No major incident in Jan, 2025







---
## Customer Order & Fulfillment Highlights

![image.png](http://zipline.ishenwei.online/u/AqlcoY.png)

---

## Monthly SLA

- > **::ESM SMAX has achieved all 100% SLA in Dec, 2024::**
- > Data is available through **Dec, 2024**, with Jan, 2025 SLA data to be released around mid-Feb.

![http://zipline.ishenwei.online/u/HYziL8.png](http://zipline.ishenwei.online/u/HYziL8.png)

![image.png](http://zipline.ishenwei.online/u/CxrtGV.png)

---

# Cloud DevOps/SRE

## ITOM Operation Platform 25.1

- > We have successfully upgrade Operation Platform 24.4 to 25.1 on EU3/US24 farm.
- > We're preparing the Operation Platform 25.2 cloud readiness work include to start support OpsB to use OP 25.2 in ITOM Cloud environment.
- > We are now continuing to work on the OP D2 enablement automation and the relevant operation runbook.
## ESM Cloud Application WAF Enablement

- > After some series of team efforts, it went through several processes of testing, modification, and deployment. We have now reached the criteria of Enable WAF denied mode with current WAF version on top of SMAX 24.4.1. 
We have enabled SMAX WAF in ‘**Denied Mode**’ on **::EU3::** and **::US7::** farm by end of Nov.
- > In addition, we are gradually turning on ‘**Observation Mode**’ in other farms to get more WAF log information to help us determine the effectiveness of blockings.
- > A new DevOps project was initiated to enhance WAF rules management & cloud deployment automation

## ESM GCP onboarding

- > Based on the business requirements, we started working with Cloud SA group and Product group on GCP onboarding for ESM. Currently, there are two main working threads which require product team support to certify ESM products deployment on GCP, and validation and experimentation for GCP OCF cloud architecture platform led by Cloud SA.

## Security & Compliance

- > At the request of Opentext GIS, the ESM Cloud Service Team has installed **Prisma Defender** on all ESM production farms in order to facilitate security scanning on the Cloud to provide more secure ESM SaaS services. - **::Done::**
- > We recently launched a new project on how to handle various OS-based security issues discovered by Qualys Scan. In conjunction with the upcoming adopt CCOE AMI project, we intend to centrally replace and update the existing Cloud Application's EKS worker node OS to meet higher security standards. - **::In Progress::**

## Cloud BI Reporting

- > ITOM ESM Farm/Tenant Summary - [BI Report Link](https://app.powerbi.com/groups/fac06a69-6340-4715-b8fe-4bdc0ca9af14/reports/cf509ffe-325f-4c1b-a507-44b93e6d85ca/ReportSection3243d84335d863ef318a?experience=power-bi)
- > ITOM Cloud Service Summary - [BI Report Link](https://app.powerbi.com/groups/fac06a69-6340-4715-b8fe-4bdc0ca9af14/reports/363a8aba-6746-4468-9d5c-54e0a463b708/ReportSectionc350f5d544676dc460b4?experience=power-bi)

## 

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