nexus/knowledgebase/csd-wiki/ICSD/Cloud-Change-Management-Process_686087713.md

Cloud-Change-Management-Process_686087713

Introduction

This document describes how to manage changes in an Opentext Cloud environment.

Change Type

Planned Change

Change is defined as anything - hardware, software, system components, services or processes that is deliberately introduced into the production environment and which may affect a service level agreement (SLA) or otherwise affect the functioning of the environment or one of its components.

Changes may be required for many reasons, including, but not limited to:

• User requests
• Vendor recommended/required changes
• Changes in regulations
• Hardware and/or software upgrades
• Hardware or software failures
• Changes or modifications to the infrastructure
• Unforeseen events
• Periodic Changes

All changes falling under this definition should be governed by a change management policy, and implemented by a change management methodology and change management process.

Planned Changes will be scheduled at least two (2) weeks in advance when Customer action is required, or at least four (4) days in advance otherwise.

Emergency Changes

Critical change to prevent service functionality or availability.

Emergency Changes require approval of Cloud Delivery Manager, TO Manager or CS Manager.

Emergency Change will be scheduled at least one (1) day in advance unless it is critical to resolve a major incident immediately.

Customer Notification

Opentext Cloud Service will use a centralized notification system to deliver proactive communications about service changes, outages, and scheduled maintenance.
Details can be found on the relevant Service Health portal for your service which includes:

• Current availability of the SMAX environment that their tenants are part of
• Details of any upcoming planned maintenance
• Outage reports for any incidents that have been identified by our support teams
• Historical SLO data

For example: https://smax-health.saas.microfocus.com/

Change Approval

Change Record

For any changes, need to submit change record in the Essentials system.

For details, please refer to document How to submit Change Record in Essentials System.

CAB Review

No CAB Required

Such change will not be discussed in the CAB meeting. List of changes that are mostly routine and were pre approved by an executive.
The likelihood of those changes to disrupt service is very slim and those changes are executed frequently.
e.g.:

• Monthly Patch Upgrade
• Routine EKS upgrade
• etc.

CAB Required:

All non exempt changes, mostly changes that will occur during maintenance window, and involves more than one executer.

e.g.:

• Product major version upgrade
• AWS Infrastructure Change
• Landing zone migration
• etc.