ITOM-ESM-Cloud-Service-Catalog_688996649

Created by, 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
Monitoring Service	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
Security Service	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
Customer Cloud Onboarding	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
Incident Management	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

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

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