nexus/knowledgebase/csd-wiki/ICSD/ITOM-OpsB-NOM-Cloud-Service-Catalog_688996652.md

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

Service Catalog

Product Cloud Services

Category	Serivce Name	Description	Audience	Service Request Method	Related Documents	Service Level Target	Service Owner	Status
Trial Service	Request an OpsBridge SaaS Trial environment	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.	Opentext Internal	Submit Service Request via X4X	Instructions for requesting an OpsBridge SaaS Trial environment Working with the OpsBridge SaaS environment		CSD	IN USE
	Request a NOM SaaS Trial environment	If you require a NOM SaaS Reporting trial for a prospective customer, you can use this offering to request one.	Opentext Internal	Submit Service Request via X4X			CSD	IN USE
Version Upgrade Service	Product Major Version Upgrade on OpsB Cloud Instance	Planned Standard Change	External Paid Customers	Submit Change Request in PPM Essential			CSD	IN USE
	Product Patch Upgrade on OpsB Cloud Instance	Planned Standard Change	External Paid Customers	Submit Change Request in PPM Essential			CSD	IN USE
	Product Major Version Upgrade on NOM Cloud Instance	Planned Standard Change	External Paid Customers	Submit Change Request in PPM Essential			CSD	IN USE
	Product Patch Upgrade on NOM Cloud Instance	Planned Standard Change	External Paid Customers	Submit Change Request in PPM Essential			CSD	IN USE
	Apply urgent hotfix on OpsB/NOM Cloud Instances	Unplanned Production Change	External Paid Customers	Submit unplanned production change request via X4X	Request Unplanned Change in Cloud Production Environment Process		CSD	IN USE
	EKS AMI Rotation on OpsB/NOM Cloud Instances	This service is used to periodically update the EKS worker node server OS to meet security requirements	External Paid Customers	Submit Change Request in PPM Essential			CSD	PENDING
Cloud Deployment Service	Deploy a new OpsB Premium Instance	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 Availability 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			CSD	IN USE
	Deploy a new OpsB Reporting Instance		External Paid Customers	Business Driven			CSD	IN USE
	Deploy a new AppO (Appliation Observability) Instance		External Paid Customers	Business Driven			CSD	IN USE
	Deploy a new AI Ops Management (OpsB Express) Instance		External Paid Customers	Business Driven			CSD	IN USE
	Deploy a NOM Reporting Instance		External Paid Customers	Business Driven			CSD	IN USE
	Deploy a CNO (Cloud Network Observability) Instance		External Paid Customers	Business Driven			CSD	IN USE
	Deploy a NOM Express Instance		External Paid Customers	Business Driven			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
	OpsB Service Health Web App	Real-time major functionalities service healthy status Publish monthly SLA result Publish major incident report Publish planned maintenance window schedule	External Paid Customers				CSD	IN USE
	NOM Service Health Web App	Real-time major functionalities service healthy status Publish monthly SLA result Publish major incident report Publish planned maintenance window schedule	External Paid Customers				CSD	IN USE
Disaster Recovery Service	OpsB/NOM 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
	OpsB/NOM 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	All iHub related configurations
	Integration Configuration (eg, Edge, BYOBI, BPM direct, SMAX, OO, Aviator)
	Install OBM/RTSM content packs/packages
	Configure SAML authentication
	Renew certificate/metadata for SAML authentication
	Install OPTIC DL content
	Disable/enable AEC
	Move global ID generator (eg, if UCMDB added later or OBM MoM on-prem eliminated later)
	Change OBM config (Infra Settings, user roles, event forwarding)
	Add views to OBM user roles
	Export OPTIC DL to S3 bucket
	Provide IDM audit log
	Update Connected Server, hostname resolution, XPL config if OBM on-prem changes IP/hostname
	Update trusted CA certificates if OBMs on-prem added/removed
	Deactivate and activate the marble_dashboard_tql in JMX if a customer has modified/added a triplet
	Network firewall changes if customer CIDR changes
	ESM: Enable ITOM Aviator AI Service	Enable ITOM Aviator AI Service on existing customer's SMAX tenant	External Paid Customers	Submit Support/Service Request via PCS			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				CSD	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	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			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

Related pages

• Page: ESM Cloud Farm Version Tracking
• Page: How to get an Opentext Confluence account
• Page: ITOM APM AppPluse Cloud Farm Information
• Page: ITOM Cloud Service Ops Doc Management Process
• Page: ITOM ESM Cloud Service Catalog
• Page: ITOM OpsB NOM Cloud Service Catalog
• Page: OpsB and NOM Cloud Deployments Version Tracking