78 lines
5.3 KiB
Markdown
78 lines
5.3 KiB
Markdown
# 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](https://confluence.opentext.com/pages/viewpage.action?pageId=686065504) " section
|
||
2. Click "Create from template" button and browser to " **<Standard Document Template>** " wiki template to create new standard Ops documentation.
|
||
|
||
|
||
3. Please follow Ops documentation structure to prepare document and keep the documentation under " [Document Candidates](https://confluence.opentext.com/pages/viewpage.action?pageId=686065504) " section
|
||
- #### Schedule Documentation Review with Cloud Service Team
|
||
|
||
|
||
|
||
- #### Sign-off Ops Documentation
|
||
1. Once the document is submitted to " [Document Candidates](https://confluence.opentext.com/pages/viewpage.action?pageId=686065504) ", The document author/owner need to **shcedule a review meeting** with ITOM Cloud Ops team to explain the background and details for the document.
|
||
- **ITOM Cloud Service ESM Team** [ITOMCloudServiceESMTeam@opentextcorporation.onmicrosoft.com](mailto:ITOMCloudServiceESMTeam@opentextcorporation.onmicrosoft.com)
|
||
- **ITOM Cloud Service SO Team** [ITOMCloudServiceSOTeam@opentextcorporation.onmicrosoft.com](mailto:ITOMCloudServiceSOTeam@opentextcorporation.onmicrosoft.com)
|
||
- **ITOM Cloud Services APM Team** [ITOMCloudServicesAPMTeam@opentextcorporation.onmicrosoft.com](mailto:ITOMCloudServicesAPMTeam@opentextcorporation.onmicrosoft.com)
|
||
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](https://confluence.opentext.com/pages/viewpage.action?pageId=686065504) " 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:
|
||
|
||
- - APJ: [Sunny Xia](https://confluence.opentext.com/display/~sxia2) [Ting Ye](https://confluence.opentext.com/display/~tye) [Wei Shen](https://confluence.opentext.com/display/~wshen)
|
||
- EMEA: [Boglarka Ronai](https://confluence.opentext.com/display/~bronai)
|
||
- AMS: [Joseiby Hernandez](https://confluence.opentext.com/display/~jhernandez2)
|
||
|
||
###### 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](https://confluence.opentext.com/display/ICSD/ITOM+Cloud+Service+Delivery) are signed-off documents, documents that have not been reviewed or approved will remain in the [Document Candidate](https://rndwiki.houston.softwaregrp.net/confluence/pages/viewpage.action?pageId=1278251186) 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](http://opentextcorporation.onmicrosoft.com/) >**
|