nexus/knowledgebase/csd-wiki/ICSD/Request-Unplanned-Change-in-Cloud-Production-Environment-Process_686070239.md

Request-Unplanned-Change-in-Cloud-Production-Environment-Process_686070239

Introduction

This document describes how to submit a service request through the X4X tenant to request a Cloud service for unplanned changes in ITOM Cloud Production environment.

Request Unplanned Change in Cloud Production Environment

This service is used to handle the current unplanned changes on Cloud production environments other than planned regular major version upgrade & 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.

Process

Unplanned Change Preparation

Ensure all changes to be deployed to Cloud production environment are well tested and approved

1. If the change is a "Hotfix", ensure the hotfix was approved by RnD management team and released/published via Hotfix Manager Normally RnD team need to involve Cloud team to join the CCB review meeting to evaluate the hotfix itself and give appropriate estimation of hotfix Cloud deployment timeline Some Tips:
   • Whether the hofix is to fix a major incident that should be apply to production immediately?
   • It's important to show the current farm version tracking to RnD team, to ensure the hotfix is on top of the right version
     • ESM Cloud Farm Version Tracking
       • OpsB and NOM Cloud Deployments Version Tracking
   • What's the exact hotfix procedures, which kind of change in the hofix - binary change, configration change, restart service etc
   • Does the hotfix deployment impact the customer which might cause the service unavailable?
2. If the change is a "Database Change", ensure the " Database Change Document " is well prepared and sign-off by Product RnD System Architect and Cloud Team Solution Architect (Sample: Cloud_DB_change_149286.docx) Please note that database operation is a high risk operation. We must get approval from RnD SA as well as Cloud Service Team Manager before performing database operations. Currently we're leveraging "Cloud SA" approval process to have RnD SA review and approve such changes.
3. The other changes, ensure the relevant Ops document are published in ITOM Cloud Service W iki Space and reviewed/sign-off by Cloud Service team. Please refer: ITOM Cloud Service Ops Doc Management Process

Submit Unplanned Change Request RND

1. Product RnD team to prepare the unplanned change and submit request in ITOM Cloud X4X System
2. In Service Portal, Select "Internal Cloud Service" category
3. Select Service Offering "Request unplanned change in production environment" and fill all required information
   1. Farm (Required) 2. PCS Case ID (Optional) 3. Justification of change (Required) 4. Impact of change (If not apply this change what's the reuslt?) (Required) 5. Rollback plan provide? (Optional) 6. Suggested date of change (Optional) 7. CPE Owner (Required) - CORE CPE Owner drive the change 8. Submitter (Required) - Prorudct RnD Team Scurm Master/PO, CORE CPE, Cloud DevOps 9. SA Sign-Off (Required) - Product RnD Team SA/ Cloud Team SA 10. Add Attachement (Optional) - For database change, the "Database Change Document" is mandatory for the change Generally, the unplanned change will only be deployed to a specific Cloud environment (farm), if the change needs to be deployed to different farms, please add multiple farms. If the change needs to be deployed to all farms, please communicate with the Cloud Team Lead for approval in advance!
4. Once the request submitted, the pre-defined Cloud SA need to review the change & solution in the request.
   1. Approve - The change will be assigned to Cloud Service Manager for further change execution 2. Reject - If the risk of change is high, Cloud SA has the right to reject the request. Then move to offline negociation if needed.
5. Once Cloud SA approved the solution in the unplanned change, the Cloud Service Manager will review all the information in the request.
   1. Approve - The change will be assigned to dedicated Ops engineer for further change execution 2. Reject - If the risk of change is high, Cloud team Manager has the right to reject the request. Then move to offline negociation if needed.

Unplanned Change Execution CLOUD OPS

1. Assigned Ops engineer to prepare Ops change request in OT SM9
2. Follow pre-defined Change Management Process to review the change. Some specific changes need to request addtional approval from CAB review.
3. Follow pre-defined change date/time window to execte the change in Cloud environment
4. Once the change is done. Update the request in ITOM Cloud X4X System
5. Close the unplanned change request
   1. You need to manually edit and validate the task in the "Task Plan" 2. Fill the resolution notes and completion code in the request 3. After above action done, the request change will move to "Accept", and then "Closed" after couple days.

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