8.0 KiB
8.0 KiB
ITOM ESM Cloud Service Monthly Report - Feb 2025
2025/2/1 ~ 2025/2/28
This report contains the main work of the ESM Cloud Service team and shows the load of the team's work in the form of data, and describes some issues and risks for continuous improvement.
Table of Content:
Product Cloud Service
Planned Maintenance Window Changes
- ESM Standard Planned Changes
- There were a total of 49 times of (SMX/CMS/OMT/OO, FedRAMP, DCA, ITOM Aviator) Upgrade/Patch/Hotfix deployments to various farms
- All ESM production farms (EU3/US7/US2/US24/US26/US6/EU8/AP10/JP12/BR14/CA16/EU18/EU28) were upgraded to ESM latest major version ESM 25.1.1 by the end of Feb, 2025
- ITOM Operation Platform 25.1.1 was upgraded on ESM farm (EU3/US24/EU18) by the end of Feb, 2025
- ITOM Aviator Service (EU30) was already upgraded to 25.1.1 with some infra change with language model
- All ESM Farm's AWS EKS version were upgraded to 1.30
- FedRAMP AMI Rotation + 24.3 FP4 was done successfully in Feb maintenance window
Upgrade Plan
ESM 25.1 Upgrade Plan - COMPLETE
ESM 25.2 Upgrade Plan - IN PROGRESS
Unplanned Production Change
- Total 17 Unplanned Production Changes deployed to different ESM farms in this month
- The number of additional unplanned change requests generated by product quality increased again this month. This needs to be taken seriously by the RnD team and analyzed after the fact to reduce similar problems and additional production changes.::
Tenant Provision Services
- There were a total of 28 tenant provision request fulfilled in this month.
Product Trial Service
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There were a total of 370 product trial related service request fulfilled in this month.
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CT Trial (External Customer SMAX Only Trial) - 12
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Internal SMAX Premium Trial - 50
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HCMX Trial - 1
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ESM (SMAX/AMX/CMS) Trial - 21
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ITOM Aviator Trial - 20
Customer Cloud Service
Customer Cloud Service
- There were a total of 96 Customer Cloud Service Requests handled by ESM Cloud Service team in PCS
- Special thanks to Remi's ESM Cloud RnD team for their cooperation in handling the customer's Cloud Service Request with technical support!
Major Incident & RCA
2025/02/09 - US6/US2/AP10 - SMAX- Major Function Issue
Customer Order & Fulfillment Highlights
Monthly SLA
- ESM SMAX has achieved all 100% SLA in Jan, 2024
- Data is available through Jan 2024, with Feb 2025 SLA data to be released around mid-March.
Cloud DevOps/SRE
ITOM Aviator (EU-Managed) Farm
- We got final business approval to construct new ITOM Aviator (EU-managed) farm.
- The project has already started and is expected to be delivered in 1 to 2 weeks
ITOM Operation Platform 25.1
- We have successfully upgrade Operation Platform 24.4 to 25.1 on EU3/US24/EU18 farm.
- We're preparing the Operation Platform 25.2 cloud readiness work include to start support OpsB to use OP 25.2 in ITOM Cloud environment.
- We are now continuing to work on the OP D2 enablement automation and the relevant operation runbook.
ESM Cloud Application WAF Enablement
- A new DevOps project was initiated to enhance WAF rules management & cloud deployment automation
- After some series of team efforts, it went through several processes of testing, modification, and deployment. We have now reached the criteria of Enable WAF denied mode with current WAF version on top of SMAX 25.1.1.
- We have enabled SMAX WAF in ‘Denied Mode’ on US2 farm this Monday(Feb 24th).
- In addition, we have enable ‘Observation Mode’ on US24 & US26 farms to get more WAF log information to help us determine the effectiveness of blockings.
ESM GCP onboarding
- Based on the business requirements, we started working with Cloud SA group and Product group on GCP onboarding for ESM. Currently, there are two main working threads which require product team support to certify ESM products deployment on GCP, and validation and experimentation for GCP OCF cloud architecture platform led by Cloud SA.
Operation Excellence
- We are actively enhancing the automation of ESM farm construction, covering all configurations based on AWS services, and using OT compliance automation solutions to build cloud automation deployment for ESM Farm
- We've implemented to use AWS Cognito authentication to control all Cloud Ops tooling. Recently we've enabled AWS Cognito authentication to access Grafana monitoring tool
Security & Compliance
- At the request of Opentext GIS, the ESM Cloud Service Team has installed Qualys and Prisma Defender on all ESM production farms in order to facilitate security scanning on the Cloud to provide more secure ESM SaaS services.
- We recently launched a new project on how to handle various OS-based security issues discovered by Qualys Scan. In conjunction with the upcoming adopt CCOE AMI project, we intend to centrally replace and update the existing Cloud Application's EKS worker node OS to meet higher security standards.
Cloud Service BI Reporting
- ITOM ESM Farm/Tenant Summary - BI Report Link
- ITOM Cloud Service Summary - BI Report Link