# ITOM-OpsB-NOM-Cloud-Service-Catalog_688996652
## Introduction

This document lists all the cloud services that are currently supported by OpsB/NOM Cloud Service Team.

If the product engineering team needs to add new cloud services to customers, please refer to： [ITOM Cloud Service Delivery Approval Process for New Services](https://confluence.opentext.com/display/ICSD/ITOM+Cloud+Service+Delivery+Approval+Process+for+New+Services)

## Service Catalog

### Product Cloud Services

<table><colgroup><col> <col> <col> <col> <col> <col> <col> <col> <col></colgroup><tbody><tr><th>Category</th><th>Serivce Name</th><th>Description</th><th>Audience</th><th>Service Request Method</th><th>Related Documents</th><th>Service Level Target</th><th>Service Owner</th><th>Status</th></tr><tr><td rowspan="2">Trial Service</td><td><strong>Request an OpsBridge SaaS Trial environment</strong></td><td>If you require an OpsBridge SaaS Trial for a prospective customer, you can use this offering to request one. The environment will be available for 30 days. An extension may be granted if there is a business need.</td><td>Opentext Internal</td><td>Submit Service Request via X4X</td><td><ul><li><a>Instructions for requesting an OpsBridge SaaS Trial environment</a></li><li><a>Working with the OpsBridge SaaS environment</a></li></ul></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Request a NOM SaaS Trial environment</strong></td><td>If you require a NOM SaaS Reporting trial for a prospective customer, you can use this offering to request one.</td><td>Opentext Internal</td><td>Submit Service Request via X4X</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td rowspan="6">Version Upgrade Service</td><td><strong>Product Major Version Upgrade on OpsB Cloud Instance</strong></td><td><p>Planned Standard Change</p></td><td>External Paid Customers<br></td><td>Submit Change Request in PPM Essential</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Product Patch Upgrade on OpsB Cloud Instance</strong></td><td>Planned Standard Change</td><td>External Paid Customers<br></td><td>Submit Change Request in PPM Essential</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Product Major Version Upgrade on NOM Cloud Instance</strong></td><td><p>Planned Standard Change</p></td><td>External Paid Customers<br></td><td>Submit Change Request in PPM Essential</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Product Patch Upgrade on NOM Cloud Instance</strong></td><td>Planned Standard Change</td><td>External Paid Customers<br></td><td>Submit Change Request in PPM Essential</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Apply urgent hotfix on OpsB/NOM Cloud Instances</strong></td><td>Unplanned Production Change</td><td>External Paid Customers<br></td><td>Submit unplanned production change request via X4X</td><td><ul><li><a href="https://rndwiki.houston.softwaregrp.net/confluence/display/ICS/Request+Unplanned+Change+in+Cloud+Production+Environment+Process">Request Unplanned Change in Cloud Production Environment Process</a></li></ul></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>EKS AMI Rotation on OpsB/NOM Cloud Instances</strong></td><td>This service is used to periodically update the EKS worker node server OS to meet security requirements</td><td>External Paid Customers<br></td><td>Submit Change Request in PPM Essential</td><td></td><td></td><td><p>CSD</p></td><td><p>PENDING</p></td></tr><tr><td>Cloud Deployment Service</td><td><strong>Deploy a new OpsB Premium Instance</strong></td><td><p>This service is based on the business need to deploy a new ESM Farm and complete all the productionized tasks which include:</p><ul><li>Cloud Applicaiton monitoring</li><li>Service Availability monitoring</li><li>Configure AWS backup plan</li><li>Operation Automation to support this new farm</li><li>Tenant Provision Automation to support this new farm</li><li>etc.</li></ul></td><td>External Paid Customers<br></td><td>Business Driven</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>Deploy a new OpsB Reporting Instance</strong></td><td></td><td>External Paid Customers</td><td>Business Driven</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>Deploy a new AppO (Appliation Observability) Instance</strong></td><td></td><td>External Paid Customers</td><td>Business Driven</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>Deploy a new AI Ops Management (OpsB Express) Instance</strong></td><td></td><td>External Paid Customers</td><td>Business Driven</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>Deploy a NOM Reporting Instance</strong></td><td></td><td>External Paid Customers</td><td>Business Driven</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>Deploy a CNO (Cloud Network Observability) Instance</strong></td><td></td><td>External Paid Customers</td><td>Business Driven</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>Deploy a NOM Express Instance</strong></td><td></td><td>External Paid Customers</td><td>Business Driven</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td>Monitoring Service</td><td><strong>Product Major Functionalities Service Avalibility Check</strong></td><td>This service means that when there is a new farm, or a new capbility in the product that requires a customized Service Availability check, the Cloud Servcie team needs to assist the product team and work with the APM Scripting team, Service Center team to configure and implement the APM monitoring.</td><td>External Paid Customers<br></td><td>For new capability or product that need to have service availbility check please contact Cloud Service team</td><td><ul><li><a href="APM-Monitoring_686073667.html">APM Monitoring Business Flow</a></li></ul></td><td>24x7</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>OpsB Service Health Web App</strong></td><td><ul><li>Real-time major functionalities service healthy status</li><li>Publish monthly SLA result</li><li>Publish major incident report</li><li>Publish planned maintenance window schedule</li></ul></td><td>External Paid Customers<br></td><td></td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td></td><td><strong>NOM Service Health Web App</strong></td><td><ul><li>Real-time major functionalities service healthy status</li><li>Publish monthly SLA result</li><li>Publish major incident report</li><li>Publish planned maintenance window schedule</li></ul></td><td>External Paid Customers</td><td></td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td rowspan="3">Disaster Recovery Service</td><td><strong>OpsB/NOM Disaster Recovery Service</strong></td><td>According to the SaaS service description, when a disaster occurs in the region where the cloud application is located, cloud application recovery and data recovery can be performed in other available areas based on the remote-region backup data. Recover the customer's business within the committed RPO/RTO</td><td>External Paid Customers</td><td></td><td><p>(Document need to be updated)</p></td><td>24x7</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>OpsB/NOM Disaster Recovery Integrity Testing and Report</strong></td><td>According to the SaaS service description, conduct DR validation testing regularly and provide relevant testing report</td><td>External Paid Customers</td><td></td><td><p>(Document need to be updated)</p></td><td>N/A</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Cross Region & Cross AWS Account data backup service</strong></td><td>Cross-account, cross-region data (AWS RDS, AWS EFS, K8S velero, AWS S3) backup service for all deployed customer production farms</td><td>External Paid Customers</td><td></td><td><p>(Document need to be updated)</p></td><td>N/A</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td rowspan="2">Security Service</td><td><strong>Provide service to apply OS security patch or apply remediation to all Cloud farms or AWS account according to security scan result</strong></td><td><p>Implement Qualys, Prisma scans on each production AWS account and based on the results of the scans perform the necessary remediation work according to priority</p></td><td>External Paid Customers</td><td></td><td><ul><li><a href="Process-on-how-to-handle-Security-Issues-found-by-Qualys-Scan_688996390.html">Process on how to handle Security Issues found by Qualys Scan</a></li></ul></td><td>N/A</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Update Cloud Application WAF rules, and provide WAF logs</strong></td><td><p>Regularly update Cloud Application WAF rules, and provide WAF logs to facilitate product engineering team observation and improve WAF protection mechanisms</p></td><td>External Paid Customers</td><td></td><td>(Document need to be updated)</td><td>N/A</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td>Cost Optimization Service</td><td><strong>Conduct regular multi-dimensional audits of account spending and identify where savings can be made</strong></td><td>From time to time, based on the results of daily audits and review to find opptunity to save AWS cost and covert to tasks to be executed by Cloud Service team</td><td>External Paid Customers</td><td></td><td><ul><li><a href="686065517.html">Cloud Cost Optimization/FinOps</a></li></ul></td><td>N/A</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td>Cloud Readiness Service</td><td><strong>New product/Product new capability Cloud Readiness Review Service</strong></td><td>This service is used to discuss and review the cloud-readiness of new product or new capabilities derived from products.</td><td>Opentext Internal</td><td>Business Driven</td><td><ul><li><a href="Cloud-Application-Cloud-Readiness-Check-List_682933055.html">Cloud Application Cloud Readiness Check List</a></li></ul></td><td>According to the business plan</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr></tbody></table>

### Customer Cloud Services

<table><colgroup><col> <col> <col> <col> <col> <col> <col> <col> <col></colgroup><tbody><tr><th>Category</th><th>Serivce Name</th><th>Description</th><th>Audience</th><th>Service Request method</th><th>Related Documents</th><th>Service Level Target</th><th>Service Owner</th><th>Status</th></tr><tr><td rowspan="18"><strong>Customer Cloud Service Offering</strong></td><td>All iHub related configurations</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Integration Configuration (eg, Edge, BYOBI, BPM direct, SMAX, OO, Aviator)</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Install OBM/RTSM content packs/packages</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td><strong>Configure SAML authentication</strong></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Renew certificate/metadata for SAML authentication</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Install OPTIC DL content</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Disable/enable AEC</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Move global ID generator (eg, if UCMDB added later or OBM MoM on-prem eliminated later)</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Change OBM config (Infra Settings, user roles, event forwarding)</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Add views to OBM user roles</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Export OPTIC DL to S3 bucket</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Provide IDM audit log</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Update Connected Server, hostname resolution, XPL config if OBM on-prem changes IP/hostname</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Update trusted CA certificates if OBMs on-prem added/removed</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Deactivate and activate the marble_dashboard_tql in JMX if a customer has modified/added a triplet</td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td><p>Network firewall changes if customer CIDR changes</p></td><td></td><td></td><td></td><td></td><td></td><td></td><td></td></tr><tr><td><strong>ESM: Enable ITOM Aviator AI Service</strong></td><td><p>Enable ITOM Aviator AI Service on existing customer's SMAX tenant</p></td><td>External Paid Customers</td><td>Submit Support/Service Request via PCS</td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td>Customer Cloud Onboarding</td><td><strong>New SaaS Customer Onboarding Service</strong></td><td><ul><li>SaaS order Fulfillment</li><li>Product License Generation</li><li>Provision Customer Tenants (Prod/Dev)</li><li>Allocate license to customer tenants</li><li>Tenant initial configuraiton</li><li>Send customer notification with tenant detail</li><li>Welcome call (Handled by CSM)</li></ul></td><td>External Paid Customers</td><td></td><td></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td rowspan="2">Incident Management</td><td><strong>Respond to Major Incident and follow established runbooks to quickly restore SaaS services</strong></td><td>When a service outage occurs in the cloud environment, intervene as soon as possible and restore the service as quickly as possible according to the existing ops runbook.</td><td>External Paid Customers</td><td></td><td><ul><li><a href="Major-Incident-Management-Process_686083938.html">Major Incident Management Process</a></li></ul></td><td>24x7</td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Major Incident RCA Tracking & Customer Notification</strong></td><td>Root cause analysis for major incidents occurring in the Cloud environment. Work with the engineering team to develop corrective action & preventive action</td><td>External Paid Customers</td><td></td><td></td><td>24x7</td><td><p>CSD</p><p>CLOUD RND</p></td><td><p>IN USE</p></td></tr></tbody></table>

### Internal Cloud Services

<table><colgroup><col> <col> <col> <col> <col> <col> <col> <col> <col></colgroup><tbody><tr><th>Category</th><th>Serivce Name</th><th>Description</th><th>Audience</th><th>Service Request method</th><th>Related Documents</th><th>Service Level Target</th><th>Service Owner</th><th>Status</th></tr><tr><td rowspan="3">Internal Cloud Service for product engineering</td><td><strong>Uplanned Production Change Service</strong></td><td><p>This service is used to handle the current unplanned changes on Cloud production environments other than planned regular major version pgrade & patch deployment. According to the current practice, these actions include but are not limited to:</p><ul><li>Emergency unplanned hotfix</li><li>Data change in production database (not included in patch/upgrade)</li><li>Unplanned configuration change in production application</li><li>Unplanned application K8S configuration change (Adjust pod number, pod size, yaml configuration etc.)</li><li>Unplanned WAF Change</li><li>etc.</li></ul></td><td>Product Engineering</td><td>Submit unplanned production change request via X4X</td><td><ul><li><a href="Request-Unplanned-Change-in-Cloud-Production-Environment-Process_686070239.html">Request Unplanned Change in Cloud Production Environment Process</a></li></ul></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Operational Document Review & Approval Service</strong></td><td>This service is used to review and approve a variety of Ops documents submitted from the RnD Team</td><td>Product Engineering</td><td>Submit Ops doc</td><td><ul><li><a href="ITOM-Cloud-Service-Ops-Doc-Management-Process_686069689.html">ITOM Cloud Service Ops Doc Management Process</a></li></ul></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr><tr><td><strong>Review & Approval for New Service</strong></td><td>This process applies to all new cloud services introduced due to product upgrades, feature additions, or customer requirements. No service shall be made available to customers without prior approval from the Cloud Service Delivery team.</td><td>Product Engineering</td><td>Submit new service request form</td><td><ul><li><a href="ITOM-Cloud-Service-Delivery-Approval-Process-for-New-Services_688996646.html">ITOM Cloud Service Delivery Approval Process for New Services</a></li></ul></td><td></td><td><p>CSD</p></td><td><p>IN USE</p></td></tr></tbody></table>

**Related pages**

- Page:
	[ESM Cloud Farm Version Tracking](/display/ICSD/ESM+Cloud+Farm+Version+Tracking)
- Page:
	[How to get an Opentext Confluence account](/display/ICSD/How+to+get+an+Opentext+Confluence+account)
- Page:
	[ITOM APM AppPluse Cloud Farm Information](/display/ICSD/ITOM+APM+AppPluse+Cloud+Farm+Information)
- Page:
	[ITOM Cloud Service Ops Doc Management Process](/display/ICSD/ITOM+Cloud+Service+Ops+Doc+Management+Process)
- Page:
	[ITOM ESM Cloud Service Catalog](/display/ICSD/ITOM+ESM+Cloud+Service+Catalog)
- Page:
	[ITOM OpsB NOM Cloud Service Catalog](/display/ICSD/ITOM+OpsB+NOM+Cloud+Service+Catalog)
- Page:
	[OpsB and NOM Cloud Deployments Version Tracking](/display/ICSD/OpsB+and+NOM+Cloud+Deployments+Version+Tracking)
