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ITOM-Cloud-Service-Ops-Doc-Management-Process_686069689

This is the process document to describe how to submit operational document to ITOM Cloud Service team.

1. What is Ops document?

Ops documentation includes all the necessary information, procedures, and best practices related to the operational aspects of the systems and infrastructure managed within a Cloud environment.

Explain the significance of Ops documentation in ensuring smooth operations, troubleshooting, maintaining security, and sharing knowledge among Cloud Service team members.

2. Ops Documentation Types

Cloud Service Team Owned Ops Documentations:

  • System Architecture and Infrastructure
  • Configuration Management
  • Deployment Procedures
  • Monitoring and Alerting
  • Disaster and Recovery
  • Security and Compliance
  • Incident Management
  • Scaling and Performance
  • Customer Service Operation Manual
  • Retrospective Record

RnD Team Provided Ops Documentations:

  • New Feature Introduced SaaS Customer Service
  • Product Troubleshooting Guide
  • Regular Product Upgrade Procedures
  • Patch/Hotfix Document/Readme
  • Reusable Ops Runbook
  • On-time Change Instruction (K8S, DB, Configuration etc.)

3. Ops Documentation Review Process

  • Submit Ops document candidate

  1. Click and go to " Document Candidates " section
  2. Click "Create from template" button and browser to " " wiki template to create new standard Ops documentation.

  3. Please follow Ops documentation structure to prepare document and keep the documentation under " Document Candidates " section

  • Schedule Documentation Review with Cloud Service Team

  • Sign-off Ops Documentation

  1. Once the document is submitted to " Document Candidates ", The document author/owner need to shcedule a review meeting with ITOM Cloud Ops team to explain the background and details for the document.
  2. Cloud Ops team will paticipant the meeting with RnD team together to review and finalize this Ops documentation
  3. Cloud Ops team will considering the scenario to validate the changes mentioned in Ops documentation in Non-production Cloud environment if needed
  4. After above steps are all compeleted. Cloud Service team lead will sign-off and approve the document.
  5. After sign-off the document will be moved out from " Document Candidates " section to relevant Cloud Documentation Categories and marked as uneditable.
  6. Please note that only documents that have been officially reviewed and approved by the Cloud Service team can be used as reference documents for daily Cloud Service team operations work.

4. Q & A

Q: How should I get the permission to access Ops doc space or submit new Ops doc?

A: There are currently 3 types of role permissions in ITOM Ops Doc wiki space

    • ITOM Cloud Ops: Able to view and edit document, plus have permission to view and edit “restriction” page which might include contents related to controlled Cloud permissions - Authorized confluence user: Able to view and add document, no permission to view and edit the “restriction” page. Can’t delete any pages from Ops doc wiki space. - Anonymous user: Only view permission with all opened content, no permission to view and edit the “restriction” page. Can’t delete any pages from Ops doc wiki space.

If you need permission to contribute Ops document in the wiki space, please contact:

Q: Where can find all the signed-off ops doc?

A: Documents accessed from the Content section of the ops doc wiki space home page are signed-off documents, documents that have not been reviewed or approved will remain in the Document Candidate section.

Welcome to review the sign-off doc or if you find some errors in the document feel free to send the message to ITOM Cloud Service team: ITOM Cloud Service Team <ITOMCloudServiceTeam@ opentextcorporation.onmicrosoft.com >

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