Observability and Service Management Cloud Innovations

Introduction

This document outlines the latest innovations and roadmap for OpenText's Observability and Service Management Cloud solutions, covering product versions from CE 23.1 to CE 25.2. It highlights advancements in cloud management, IT operations, service desk efficiency, application and infrastructure observability, network management, and automation.

Product Roadmap

The roadmap illustrates the planned evolution of OpenText's Service Management, Observability, and Platform capabilities across quarters from 24.3 to 26.1. Key areas of development include:

• Service Management: Enhancements in Vulnerability Management, HR Service Management, Operational Tech & Network Discovery, Customer Service Management, IoT Management, and the addition of configurable agent widgets.
• Observability: Focus on Metrics Telemetry, Health Alerting, Cloud Network Observability, Integrated App+Infra+Network Observability, Log Telemetry, Hybrid Cloud Network Observability, Application Profiling (Java and deep eBPF), and Real User Monitoring.
• Platform: Development of Aviator widgets, Remediation Assistance, Multi-tenant Operations Platform, Private Cloud Event Management, New JATO UI, Off cloud App Observations, Discovery Aviator, Off cloud Aviator, and Increased 3rd party connectors.

OpenText Hybrid Cloud Management X (HCMX) FinOps Express CE 23.2

Reduce overall cloud spend

HCMX FinOps Express enables organizations to reduce overall cloud expenditure through:

• Granular monitoring of cloud spend.
• Powerful insights for optimizing cloud usage.
• Implementation of cloud spend guardrails for teams provisioning resources, preventing overspending.
• Taming mismanaged accounts with real-time budget governance and ML/AI-based insights.

The accompanying visual shows a dashboard interface for HCMX, highlighting cloud insights, reserved instances with a score of 49, and a potential yearly saving of $130,574.06. It also displays reservation coverage trends.

OpenText Service Management (SMAX) Private Generative AI

CE 23.3: Eliminate service desk costs and upgrade user experiences

This version focuses on leveraging OpenAI API and a private LLM virtual agent to enhance service desk operations:

• Security: Ensures confidential and intellectual property remain secure within the organization's network via a private LLM.
• Cost Reduction: Reduces the burden on tier 1 service desk agents and automates smart routing of tier 2 escalations.
• User Experience: Delivers contextual conversations through generative AI chatbots, engaging users with natural language.
• Issue Resolution: Accelerates issue resolution with smart search providing incident steps and automation fulfilling requests.

The visual depicts a Service Portal chat interface where a user interacts with a virtual agent about a contract with Global Trade, inquiring about payment, approval dates, and risks. The agent provides concise answers based on contract data.

CE 23.4: Reduce service desk costs and elevate user experiences

This iteration continues to build on the private LLM virtual assistant capabilities:

• Security: Maintains confidentiality and intellectual property security within the private network.
• Cost Reduction: Optimizes tier 1 service desk agent workload and automates escalations.
• User Experience: Enhances user engagement through natural language generative AI chatbots.

OpenText Service Management (SMAX) CE 23.4: Core Content Integration

OpenText SMAX now integrates with OpenText Core Content Management to empower service agents with accessible business data:

• Time Savings: Reduces the need for agents to switch between applications.
• Improved Service Delivery: Empowers agents with easy, compliant access to manage business data.
• Data Security: Safeguards business data in a secure, compliant central repository.

The visual shows the SMAX interface with contract management details, including related documents and contract information for Global Trade.

OpenText Service Management (SMAX) CE 24.1: IT Operations Aviator

SaaS and off-cloud SMAX customers can elevate user experiences and cut support costs with OpenText IT Operations Aviator:

• Elevated User Experiences: Empowers users to resolve common support requests via private generative AI chatbots.
• Reduced Support Costs: Frees up agents by assigning Tier 1 support tasks to generative AI chatbots.
• Data Privacy: Utilizes a private LLM service with access control and safeguards for ethical responses.

The visual shows a Service Portal interface with information about the Family and Medical Leave Act (FMLA), including references and a question about OpenText's policy on pregnant mothers taking FMLA leave.

OpenText AI Operations Management (Operations Bridge) Private Generative AI CE 24.2

Turn junior admins into expert troubleshooters

This solution transforms junior administrators into proficient troubleshooters through:

• Instant Insights: Provides immediate, problem-specific information from vendor documentation and internal knowledge bases.
• Reduced Resolution Time: Offers suggested steps for problem remediation.
• Rapid Deployment: Enables quick setup by activating the OpenText AI Operations Management Aviator plug-in.
• Enhanced Security: Ensures confidential and intellectual property remain secure within the private LLM environment.

The visual displays the Operations Bridge Manager interface, showing event details for an Oracle Listener process issue and providing troubleshooting steps such as checking listener status, configuration files, network settings, and Oracle logs.

OpenText Service Management (SMAX) CE 24.2

Boost service desk agent productivity with GenAI

This version enhances service desk agent productivity by leveraging Generative AI for suggested solutions:

• Expedited Ticket Handling: Reduces fulfillment time by helping agents understand tickets and find solutions with suggested responses.
• Elevated User Experiences: Offers superior support through GenAI self-service or agent-assisted interactions, enabling faster work completion.

The visual shows a SMAX Aviator interface suggesting solutions for a "Printer keeps giving message: out of order" ticket, detailing possible causes like paper jams, low ink/toner, or a faulty print head.

OpenText Core Application Observability CE 24.2

Cost-effective app observability with OpenTelemetry

This solution provides cost-effective application observability using OpenTelemetry:

• Instrument Once, Analyze Anywhere: Enables insights across applications using OpenTelemetry's portability, avoiding proprietary instrumentation.
• Faster Troubleshooting: Quickly identifies golden signals at the code level and uses guided workflows to assist junior SREs in isolating problems.
• Cost-Effective Observability: Offers an intuitive SaaS-based tool that is budget-friendly compared to other APM vendors.

The visual shows a Service Map and Throughput dashboard for an application, detailing services, transactions, spans, and errors, with a visual representation of service dependencies.

OpenText Core Infrastructure Observability and OpenText Core Cloud Network Observability CE 24.4

End-to-end observability from the datacenter to the cloud

These solutions provide comprehensive observability across infrastructure, networks, and applications:

• Gain Observability: Illuminates the underlying nature of application performance issues beyond symptomatic events.
• Close Gaps: Offers cost-effective and intuitive SaaS-based observability tools.
• Faster Troubleshooting: Enables quicker troubleshooting of application connectivity issues in public cloud networks and datacenter connections.

The visual displays a Network Map interface, illustrating network topology and connectivity between various locations and cloud providers.

OpenText Core Service Management, Core Universal Discovery and CMDB, Core Project and Portfolio Management CE 24.4

FedRAMP® Authorized, secure IT operations for U.S. federal agencies

These integrated solutions provide secure IT operations for U.S. federal agencies:

• Modern IT Services: Delivers services with codeless configurations, ITIL best-practice templates, and AI-powered work options.
• Maximize Asset Value: Optimizes ROI of software and hardware assets throughout their lifecycles.
• True IT Visibility: Achieves faster resolutions and reduced change risk through accurate IT discovery.
• Drive Agency Value: Enables comprehensive strategic portfolio management and investment optimization to ensure projects meet goals.

The visual shows a Service Portal interface with various service tiles, including Phone and Mobile, Productivity and Collaboration, Network Connectivity and Security, OS, PC and Printer, Cloud and Storage, and HR Support, alongside news and recent offerings.

OpenText Core Universal Discovery and CMDB CE 25.1

Faster incident resolution with more complete discovery

This solution enhances incident resolution through comprehensive discovery of network, OT, and IoT devices:

• Advanced Network Discovery: Provides detailed configuration information and service mapping for network devices, leading to faster troubleshooting.
• Increased Visibility: Offers a complete single source of configuration truth for operational technology (OT) and Internet of Things (IoT) devices.

The visual displays a customizable dashboard of the Universal Discovery and CMDB (CMS) UI, showing breakdowns of configuration items across Oracle Cloud, Google Cloud, AWS, and Kubernetes.

OpenText AI Operations Management CE 25.1

Simplify event management with OpenText AI Operations Management Express – Private Cloud

This offering simplifies event management with a private cloud deployment:

• Eliminate Hassles: Offloads OBM maintenance and upgrades, allowing users to leverage regular innovations.
• Retain Privacy: Ensures data privacy with a single-tenant private cloud supporting unique configurations.
• Quick Implementation: Offers fast deployment with entry-level pricing.
• Stay Current: Provides access to new features and premium capabilities in a development environment.

The visual shows the Operations Bridge Manager interface, highlighting monitoring health, CPU utilization, and an event browser with system details.

OpenText AI Operations Management CE 25.1

Improve application reliability with correlated logs and service level management

This solution enhances application reliability through correlated logs and service level management:

• Log Management: Provides faster access to relevant data within the context of an application or service. It enables quick identification of important messages using search, alerting, and future anomaly algorithms.
• Service Level Compliance: Facilitates keeping business reliable by creating, managing, and inspecting Service Level Objectives (SLOs) with real-time alerts for threshold breach violations. It offers broad coverage for application services, on-premise infrastructure, and Cloud IaaS/PaaS services.

The visual displays an SLO Dashboard, showing current error budget usage, SLO status over time, and SLO breakdown over time for an application service.

OpenText Network Observability CE 25.2

Simplify network management with a private cloud deployment

This product simplifies network management through a private cloud deployment:

• Reduce Costs: Lowers IT infrastructure costs and complexity with a secure, single-tenant, private cloud option.
• Stay Current: Enables always version current (N-2) deployments for quick access to new features without manual installation or upgrades.
• Network Operations Management Capabilities: Includes a single view for SDN, virtual, and physical networks, advanced change monitoring, enterprise scalability, device support, and automated compliance with network policies.

The visual shows a Wireless Client Dashboard, detailing client association history, data transfer volume, dropped volume, and WAP performance metrics like channel utilization and active clients.

OpenText Automation Center CE 25.2

Accelerate vulnerability remediation with seamless Tenable integration

This solution accelerates vulnerability remediation by integrating with Tenable (or Qualys):

• Instant Scanning Results: Effortlessly imports scanning data.
• Align Fixes: Auto-correlates vulnerabilities to patch requirements without manual effort.
• Focus on Critical Threats: Assesses risk and prioritizes vulnerabilities, including impact analysis.
• Reliable Remediation: Automates and coordinates remediation at scale, including job management.
• Transparency: Provides remediation results with dashboard insights.

The document notes that in addition to infrastructure vulnerability remediation, OpenText Observability and Service Management Cloud automates compliance with network policies, enabling proactive environment security and continuous compliance. The visual shows an Infrastructure Services dashboard summarizing services, CI counts, active vulnerabilities, fixed vulnerabilities, and patch coverage level, along with a detailed table of infrastructure services.

OpenText AI Operations Management CE 25.2

Distribute expertise with OpenText Aviator for AI Operations Management

This offering distributes expertise by providing AI-powered assistance:

• Workflow Remediation: Recommends ideal remediation instructions based on existing workflows and runbooks.
• Unlimited Expertise: Integrates custom knowledge bases and domain content, enabling OpenText IT Operations Aviator to provide quick insights across the monitored IT landscape.
• Enhanced Productivity: Allows subject matter experts to review, update, and persist remediation instructions, available as part of events/tickets.

The visual shows the Operations Bridge Manager interface with event details for a Cassandra pending tasks count issue. It also includes a step-by-step guide for installing the Amazon EFS CSI Driver, demonstrating Aviator's ability to provide detailed instructions.