24 KiB
24 KiB
ITOM Cloud Service Delivery : ITOM ESM Cloud Service Catalog
Created by Wei Shen, last modified by Adina Lehene on Sep 05, 2025 EDT
Introduction
This document lists all the cloud services that are currently supported by ESM Cloud Service Team.
If the product team needs to add new Cloud services to customers, please refer to： ITOM Cloud Service Delivery Approval Process for New Services
Service Catalog
Product Cloud Services
| Category | Serivce Name | Description | Audience | Service Request method | Related Documents | Service Level Target | Service Owner | Status |
| Trial Service | Request a SMAX Premium Trial | This Offering is used for requesting a SMAX Premium trial tenant | Opentext Internal | Submit Service Request via X4X | No ops eng intervention | 3 business days | CSD | IN USE |
| Request an ESM SaaS Trial/PoC Tenant (SMAX, AMX, CMS, OO) | If you require a Tenant that includes more than just SMAX, you can use this offering to request. ( for HCMX please use the other offering in our Service Catalog) | Opentext Internal | Submit Service Request via X4X | FAQ for SaaS Product Trials How to provision X4X offering |
3 business days | CSD | IN USE | |
| Request an ESM SaaS Trial/PoC Tenant (UD Standalone) | If you require a Tenant that includes only Universal Discovery and CMDB (no native SACM, SAM, no more post configuration), you can use this offering to request. | Opentext Internal | Submit Service Request via X4X | FAQ for SaaS Product Trials X4X offering |
3 business days | CSD | IN USE | |
| Request a HCMX SaaS Trial/PoC Tenant | Please use this offering to request a HCMX Trial/PoC tenant | Opentext Internal | Submit Service Request via X4X | FAQ for SaaS Product Trials How to provision X4X offering |
3 business days | CSD | IN USE | |
| Request Customer Web Trial | This Offering is used for requesting a SMAX only web trial for external customer | External Trial Customer | Opentext web portal | FAQ for Customer Web Trial Process | 3 business days | CSD | IN USE | |
| Request IT Operations Aviator Trial (SMAX/OPSBRIDGE) | Please use this offering to request Aviator either to be added to an existing SMAX Trial / PoC Tenant or to request Aviator for OpsBridge. | Opentext Internal | Submit Service Request via X4X | Add the Aviator capability Aviator-OpsB Confl. art. |
3 business days | CSD | IN USE | |
| Extend duration for a specific Trial (SMAX, AMX, HCMX) | Request to extend the duration for specific Trial tenant. | Opentext Internal | Submit Service Request via X4X | FAQ for SaaS Product Trials | 2 business days | CSD | IN USE | |
| Request Tenant Decomission | Collect the tenant that is not used any more. Submit request to decommission the Trial/Poc tenant | Opentext Internal | Submit Service Request via X4X | FAQ for SaaS Product Trials X4X offering |
5 business days | CSD | IN USE | |
| Version Upgrade Service | Product Major Version Upgrade on ESM Cloud Farms | Planned Standard Change | External Paid Customers | Submit Change Request in OT SM9 | Product Version Upgrade OT Doc SMAX 25.3 sample |
According to the change plan | CSD | IN USE |
| Product Patch Upgrade on ESM Cloud Farms | Planned Standard Change | External Paid Customers | Submit Change Request in OT SM9 | - Patch Cloud Deployment Process | According to the change plan | CSD | IN USE | |
| Apply Urgent Hotfix on ESM Cloud Farms | Unplanned Production Change | External Paid Customers | Submit unplanned production change request via X4X | - Request Unplanned Change in Cloud Production Environment Process | According to the change plan | CSD | IN USE | |
| EKS AMI Rotation on ESM Cloud Farms | This service is used to periodically update the EKS worker node server AMI to meet security requirements | External Paid Customers | Submit Change Request in OT SM9 | According to the change plan | CSD | IN USE | ||
| Cloud Deployment Service | Deploy a new ESM (SMAX+CMS+OO+HCMX/FinOps) Cloud Farm | This service is based on the business need to deploy a new ESM Farm and complete all the productionized tasks which include: - Cloud Applicaiton monitoring - Service Availbility monitoring - Configure AWS backup plan - Operation Automation to support this new farm - Tenant Provision Automation to support this new farm - etc. |
External Paid Customers | Business Driven | - ESM Cloud Farm Construction | According to the business plan It takes about 1 month from project establishment to budget approval to final farm delivery |
CSD | IN USE |
| Monitoring Service | Product Major Functionalities Service Avalibility Check | 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. | External Paid Customers | For new capability or product that need to have service availbility check please contact Cloud Service team | - APM Monitoring Business Flow | 24x7 | CSD | IN USE |
| ESM Service Health Web App | - Real-time major functionalities service healthy status - Publish monthly SLA result - Publish major incident report - Publish planned maintanance window schedule |
External Paid Customers | - Service Health Page - ESM Monthly SLA Result |
24x7 | CSD | IN USE | ||
| Disaster Recovery Service | Disaster Recovery Service | 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 | External Paid Customers | (Document need to be updated) | 24x7 | CSD | IN USE | |
| Disaster Recovery Integrity Testing and Report | According to the SaaS service description, conduct DR validation testing regularly and provide relevant testing report | External Paid Customers | (Document need to be updated) | N/A | CSD | IN USE | ||
| Cross Region & Cross AWS Account data backup service | Cross-account, cross-region data (AWS RDS, AWS EFS, K8S velero, AWS S3) backup service for all deployed customer production farms | External Paid Customers | (Document need to be updated) | N/A | CSD | IN USE | ||
| Security Service | Provide service to apply OS security patch or apply remediation to all Cloud farms or AWS account according to security scan result | 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 | External Paid Customers | - Process on how to handle Security Issues found by Qualys Scan | N/A | CSD | IN USE | |
| Update Cloud Application WAF rules, and provide WAF logs | Regularly update Cloud Application WAF rules, and provide WAF logs to facilitate product engineering team observation and improve WAF protection mechanisms | External Paid Customers | (Document need to be updated) | N/A | CSD | IN USE | ||
| Cost Optimization Service | Conduct regular multi-dimensional audits of account spending and identify where savings can be made | 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 | External Paid Customers | - Cloud Cost Optimization/FinOps | N/A | CSD | IN USE | |
| Cloud Readiness Service | New product/Product new capability Cloud Readiness Review Service | This service is used to discuss and review the cloud-readiness of new product or new capabilities derived from products. | Opentext Internal | Business Driven | - Cloud Application Cloud Readiness Check List | According to the business plan | CSD | IN USE |
Customer Cloud Services
| Category | Serivce Name | Description | Audience | Service Request method | Related Documents | Service Level Target | Service Owner | Status |
| Customer Cloud Service Offering | SMAX: Add an integration user | This service is to assist customer to create integration user for various external intergrations with SMAX tenant | External Paid Customers | Submit Service Request via PCS | - Create Integration Users | 2 business days | CSD | IN USE |
| ESM: License update | This service is to assist customer to renew license or update license allocation | External Paid Customers | Submit Service Request via PCS | - Apply license to ESM customer tenant | 5 business days | CSD | IN USE | |
| SMAX: Configure SAML authentication | This service is to assist customer to configre SAML SSO authentication for SMAX tenant. | External Paid Customers | Submit Service Request via PCS | - Configure SAML authentication for SaaS Customer | 5 business days | CSD | IN USE | |
| SMAX: Configure OAuth authentication | Configure the OAuth authentication for the OpenText SaaS customer account | External Paid Customers | Submit Service Request via PCS | - Add OAuth authentication - Ops+Customer tasks | 5 business days | |||
| SMAX: Configure custom domain (NLZ) | This service is to assist customer to configure custom domain for SMAX tenant | External Paid Customers | Submit Service Request via PCS | - Configure SMAX custom domain (New Landing Zone) | 5 business days | CSD | IN USE | |
| SMAX: Configure custom mail sender | This service is to support customer configure their own custom email address as sender in SMAX tenant but also for customers who want to change the default "Email From Name" | External Paid Customers | Submit Service Request via PCS | Configure custom mail sender, dedicated AWS SES users OT Doc |
5 business days | CSD | IN USE | |
| SMAX: Customize login/logout screen | This service is to configure the theme settings of the login and logout pages for customer tenant to suit customer company's look and feel | External Paid Customers | Submit Service Request via PCS | - Customize the login and logout pages | 5 business days | CSD | IN USE | |
| SMAX: Decommission customer tenant | This service occurs when a customer exits ESM Cloud and needs to comply with the relevant customer exit process to perform relevant tasks. | External Paid Customers | Submit Service Request via PCS | - ESM Cloud Customer Exit Process - ESM Customer Tenant Decommission (Document need to be updated) |
5 business days | CSD | IN USE | |
| ESM: Enable ESM capabilities (CMS/OO/FinOps/AC) | External Paid Customers | Submit Service Request via PCS | - Enable ESM capabilities (UCMDB/OO/FinOps/AC/OP/ODL) | 5 business days | CSD | IN USE | ||
| SMAX: Maintain customized language package | External Paid Customers | Submit Service Request via PCS | - SMAX maintain custom language packs (Document need to be updated) |
5 business days | CSD | IN USE | ||
| SMAX: Modify allowed attachement file types | This service is to support customer to add allow attachment types in their tenant | External Paid Customers | Submit Service Request via PCS | - Allowable SMAX Attachment Extensions | 5 business days | CSD | IN USE | |
| SMAX: Modify maximum attachement size | External Paid Customers | Submit Service Request via PCS | - SMAX modify maximum attachement size (Document need to be updated) |
5 business days | CSD | IN USE | ||
| SMAX: Customer domain certificate renewal | Based on the customer SMAX tenant that has configured the custom domain, if the custom domain certificate expires, can use this service to renew domain certificates | External Paid Customers | Submit Service Request via PCS | - Configure SMAX custom domain (New Landing Zone) | 5 business days | CSD | IN USE | |
| SMAX: Configure IP allowing list service | For customers who have purchased the IP allowlisting service, please use this offering to provide the list of IP addresses or IP ranges to be configured by OpenText to control the access to your tenant. | External Paid Customers | Submit Service Request via PCS | (Document need to be updated) | 5 business days | CSD | IN USE | |
| ESM: Request a new ESM Dev/QA tenant | External Paid Customers | Submit Support/Service Request via PCS | (Document need to be updated) | 5 business days | CSD | IN USE | ||
| ESM: Request Power BI gateway | This service is to assist customers in generating FinOps reports using Power BI | External Paid Customers | Submit Support/Service Request via PCS | - Integrate with Power BI to create FinOps reports | 5 business days | CSD | IN USE | |
| UCMDB: Disable Native SACM and enhanced CI in SaaS | This service is to disable Native SACM feature between SMAX and UCMDB and also disable enhanced CI in UCMDB | External Paid Customers | Submit Support/Service Request via PCS | - Disable NSACM and enhance CI lifecycle in SaaS - Disable Native SACM manually |
5 business days | CSD | IN USE | |
| Aviator: Enable ITOM Aviator for ESM cloud tenant | Enable ITOM Aviator AI Service on existing customer's SMAX/UCMDB tenant | External Paid Customers | Submit Support/Service Request via PCS | - Enable ITOM Aviator for ESM tenant (Document need to be updated) |
5 business days | CSD | IN USE | |
| Aviator: Setup Configuration for hybrid mode | For customers that have purchased Hybrid Aviator (Connecting our OpenText Public Cloud Aviator Service to your on premise or private cloud SMAX tenant), please submit your details below so we can start the provisioning process. | External Paid Customers | Submit Support/Service Request via PCS | - Enable ITOM Aviator for SMAX on-premise customer (Document need to be updated) |
5 business days | CSD | IN USE | |
| Operation Platform: Enable Operation Platform capability (OP/UIS/ODL) | Enable Operation Platform on top of existing ESM customer tenant | External Paid Customers | Submit Support/Service Request via PCS | - Operations Platform tenant enablement - Enable Optic Data Lake |
5 business days | CSD | IN USE | |
| Customer Communication | Customer Communication | Customer communication via emails, service health page, PCS news to communicate planned standard changes | External Paid Customers | Send email notification via PCS Publish news in Service Health Page |
- Send email notification to SaaS customers via PCS | N/A | CSD | IN USE |
| Customer Cloud Onboarding | New SaaS Customer Onboarding Service | - SaaS order Fulfillment - Product License Generation - Provision Customer Tenants (Prod/Dev) - Allocate license to customer tenants - Tenant initial configuraiton - Send customer notification with tenant detail - Welcome call (Handled by CSM) |
External Paid Customers | - ESM Tenant Provisioning Automation - ESM license generation detail - ESM products licensing provisioning (SMAX/HCMX, UCMDB/CMS/UD, OO) |
2 business days | CSD | IN USE | |
| Off-Cloud customer migrate to ESM Cloud Farms | Operation tasks to support off-cloud customer migrate to ESM cloud farm. Including tenant data import, EFS data import etc. | External Paid Customers | (Document need to be updated) | According to the business plan | CSD CLOUD RND |
IN USE | ||
| Incident Management | Respond to Major Incident and follow established runbooks to quickly restore SaaS services | 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. | External Paid Customers | Major Incident Management Process RnD WIki SaaS Coverage |
24x7 | CSD | IN USE | |
| Major Incident RCA Tracking & Customer Notification | Root cause analysis for major incidents occurring in the Cloud environment. Work with the engineering team to develop corrective action & preventive action | External Paid Customers | - ESM Cloud Incident Tracking List | 24x7 | CSD CLOUD RND |
IN USE |
Internal Cloud Services
| Category | Serivce Name | Description | Audience | Service Request method | Related Documents | Service Level Target | Service Owner | Status |
| Internal Cloud Service for product engineering | Uplanned Production Change Service | 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: - Emergency unplanned hotfix - Data change in production database (not included in patch/upgrade) - Unplanned configuration change in production application - Unplanned application K8S configuration change (Adjust pod number, pod size, yaml configuration etc.) - Unplanned WAF Change - etc. |
Product Engineering | Submit unplanned production change request via X4X | - Request Unplanned Change in Cloud Production Environment Process | CSD | IN USE | |
| Operational Document Review & Approval Service | This service is used to review and approve a variety of Ops documents submitted from the RnD Team | Product Engineering | Submit Ops doc | - ITOM Cloud Service Ops Doc Management Process | CSD | IN USE | ||
| Review & Approval for New Service | 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. | Product Engineering | Submit new service request form | - ITOM Cloud Service Delivery Approval Process for New Services | CSD | IN USE |
EU-Managed Cloud Services
| Category | Serivce Name | Description | Audience | Service Request method | Related Documents | Service Level Target | Service Owner | Status |
|---|---|---|---|---|---|---|---|---|
| EU-Managed Cloud Service | EU-Managed Cloud Service | EU-Managed cloud service specifically refers to the special cloud service provided for specific EMEA customers, with specialized EMEA Cloud Ops engineer (EU residents) to perform various operations. | CSD | IN USE |
FedRAMP Cloud Services
| Category | Serivce Name | Description | Audience | Service Request method | Related Documents | Service Level Target | Service Owner |
|---|---|---|---|---|---|---|---|
Contents
Document Information
| Product: | ESM |
| Applicable Product Version: | All Versions |
| Document Author: | Wei Shen |
| Created Date: | 01 May 2024 |
| Reviewed By: | Adina Lehene |
| Reviewed Date | 05 Sep 2025 |
| Approved By: | |
| Approved Date: | |
| Document Authority: | CLOUD OPS RND |
Change History
| Version | Published | Changed By | Comment |
|---|---|---|---|
| CURRENT (v. 18) | Sep 05, 2025 06:23 EDT | Adina Lehene | |
| v. 17 | Sep 05, 2025 04:59 EDT | Adina Lehene | |
| v. 16 | Sep 05, 2025 03:50 EDT | Adina Lehene | |
| v. 15 | Sep 03, 2025 04:38 EDT | Paul Badiu | |
| v. 14 | Mar 17, 2025 20:32 EDT | Wei Shen |
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Document generated by Confluence on Sep 15, 2025 22:24 EDT