OpenText Universal Discovery and CMDB

Service scope

Software add-on or extension: Yes, but can also be used as a standalone service
What software services is the service an extension to: OpenText Universal Discovery and CMDB, also known as simply Universal CMDB, is a key component within the OpenText Service Management suite focused on Configuration Management Database (CMDB). It specifically targets hybrid IT and multi-cloud environments.
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: There are no service constraints.
System requirements: Specific to the clients requirements of the solution

User support

Email or online ticketing support: Yes, at extra cost
Support response times: The software is supported by the SaaS product vendor plus add on support from WM Promus. We follow ITIL best practice to deliver the service support. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day. Pricing is dependent on the level of support required. All clients are assigned a technical account manager.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: The software is supported by the SaaS product vendor in addition to add on support from WM Promus. We provide comprehensive support for cloud-based and on premise services. This includes helping you choose the right cloud platform, migrating your applications, and ongoing maintenance. We also offer expert guidance on security, scalability, and performance optimization. Our goal is to ensure your cloud environment runs smoothly so you can focus on your core business. We offer a service where we act as a conduit between clients and vendors or hosting providers in addition to being the first point of contact should an incident occur. We operate a world-class servicedesk and follow ITIL best practice to deliver the service support. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day. Pricing is dependent on the level of support required. All clients are assigned a technical account manager.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: WMPromus facilitates the onboarding process for users adopting Universal Discovery and CMDB through a structured approach aimed at maximizing efficiency and user satisfaction. Initially, WM Promus offers personalized consultations to understand the specific needs and objectives of the organization. This involves assessing existing infrastructure, data sources, and organizational workflows to tailor the implementation plan accordingly.

Following the assessment phase, we guides users through the installation and setup process, providing step-by-step instructions and support to ensure a seamless deployment. This includes configuring the software to integrate seamlessly with existing systems and establishing data sources for comprehensive indexing and analysis.

Moreover, we offers comprehensive training programs designed to empower users with the knowledge and skills needed to effectively leverage the capabilities of OpenText Universal Discovery and CMDB. These training sessions cover everything from basic functionalities to advanced features, allowing users to quickly become proficient in utilizing the software to its full potential.

Throughout the onboarding process, WM Promus remains actively engaged, providing ongoing support to address any challenges or questions that may arise. This commitment to customer success ensures a smooth transition to using OpenText Universal Discovery and CMDB, enabling organizations to realize the benefits of improved data management and analysis capabilities.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: When a user's contract with OpenText Universal Discovery and CMDB ends, ensuring a smooth transition of data is paramount. OpenText typically provides users with several options for extracting their data:

Export Functionality: The software may include built-in export functionality that allows users to extract their data in various formats, such as CSV, Excel, or XML. This feature enables users to easily transfer their data to other systems or storage solutions.
API Access: OpenText may offer APIs (Application Programming Interfaces) that allow users to programmatically access and retrieve their data. This option is particularly useful for organizations with complex data extraction requirements or integration needs.
Data Migration Services: OpenText may provide data migration services to assist users in transferring their data to another platform or storage solution. These services typically involve expert guidance and support to ensure a seamless transition while preserving data integrity.
Data Backup: Prior to the end of the contract, users are often encouraged to perform a comprehensive backup of their data within the OpenText Universal Discovery and CMDB platform. This ensures that they have a copy of their data readily available for future reference or migration.
End-of-contract process: At the end of the contract with OpenText Universal Discovery and CMDB, several processes typically unfold:

1/ Notification: OpenText notifies the user well in advance of the contract's expiration date. This notification may include details about the termination process and any actions required from the user.
2/ Data Backup: Users are advised to perform a thorough backup of their data within the OpenText Universal Discovery and CMDB platform. This ensures that they have a copy of their data for future reference or migration to alternative solutions.
3/ Access Restrictions: Depending on the terms of the contract, access to the OpenText Universal Discovery and CMDB platform may be restricted or terminated once the contract expires. Users may no longer be able to log in or access their data through the platform.
4/ Data Extraction: Users are provided with options for extracting their data from the platform which include export functionality, API access, or data migration services.
5/ Contract Renewal or Termination: Users have the option to renew their contract with OpenText Universal Discovery and CMDB if they wish to continue using the platform. Alternatively, they can choose to terminate the contract and explore alternative solutions for their data management needs.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: No disparity but sizing may affect the appearance of service
Service interface: Yes
User support accessibility: WCAG 2.1 A
Description of service interface: The service interface of OpenText Universal Discovery and CMDB provides a seamless platform for managing and analysing enterprise data. It offers comprehensive functionality for discovering, indexing, and categorizing information across various sources. Through a user-friendly interface, users can access powerful search capabilities, metadata management, and reporting tools. The interface facilitates integration with existing systems, enabling streamlined data management workflows. With robust features for data visualization and analysis, it empowers organizations to make informed decisions and optimize their operations. Additionally, it ensures compliance with regulatory requirements and enhances overall data governance practices.
Accessibility standards: WCAG 2.1 A
Accessibility testing: This can be provided by Opentext upon request
API: Yes
What users can and can't do using the API: Multiple options for programmatic access:

REST API: This is a web services API that allows you to interact with UCMDB using HTTP requests. You can use the REST API to perform tasks like querying data, creating configuration items, and managing relationships between CIs.

Java API: This API provides a programmatic way to interact with UCMDB from Java applications. You can use the Java API to perform the same tasks as the REST API, but with more fine-grained control.

SDK: UCMDB also provides a Software Development Kit (SDK) that includes tools and libraries for developing custom integrations with UCMDB.
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: It is possible to specify CI types for discovery, reports, visualisation of CI dependencies, addition of new CI types for discovery, and more. WM Promus support clients who wish to customise or configure their solution.

Scaling

Independence of resources: For a SaaS-based arrangement, the client has a client-tenant provided.

Analytics

Service usage metrics: Yes
Metrics types: Discovery Metrics:
> Number of Assets Discovered (daily/weekly/monthly)
- Breakdown by type (Servers, Workstations, Network Devices, etc.)
> Discovery Time per Scan
> Success Rate of Discovery Jobs

CMDB Population Metrics:
> Number of Configuration Items (CIs) in the CMDB
> Number of New CIs Added per Period
> Number of CIs Updated per Period

User Activity Metrics:
> Number of Active Users
> Login Frequency
> Features Used (Reports Generation, Data Analysis, etc.)

Integration Metrics:
> Number of Successful Integrations with other Tools (ITSM, Monitoring)
> Data Sync Frequency
Reporting types: API access

Regular reports

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: OpenText

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: Users can export their data from OpenText Universal Discovery and CMDB through built-in export functionality or APIs. The platform typically offers options to export data in various formats such as CSV, Excel, or XML, enabling seamless transfer to other systems or storage solutions. Additionally, users may utilize APIs to programmatically access and retrieve their data for more customized extraction processes. OpenText may also provide guidance and support for users requiring assistance with data export to ensure a smooth transition at the end of the contract.
Data export formats: CSV
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: Other
Other protection between networks: Data Protection between networks will be discussed and provided by the customer's chosen hosting partner.
Data protection within supplier network: Other
Other protection within supplier network: This is for discussion between the customer and hosting partner during preliminary conversations as to how the service can best meet the client's requirements.

Availability and resilience

Guaranteed availability: Our cloud service will be available as per the availability of the underlying cloud (e.g. Azure, GCP or AWS).
Approach to resilience: Varies depending on the licence type selected.
Outage reporting: Email alerts

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: All access is role-based and username/pwd controlled.
Access restriction testing frequency: At least once a year
Management access authentication: Username or password

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: WM Promus have a named board-level person responsible for service security. WM Promus conducts annual reviews of its policies around the delivery of SAAS, and all services and undertakes a 3rd party annual cybersecurity assessment in accordance with the government national cybersecurity program, thus WM Promus maintains cybersecurity essentials certification. WM Promus regularly re-evaluates and updates its information and physical security program as the industry evolves, new technologies emerge or new threats are identified.
Information security policies and processes: WM Promus have in place security policies related to: Acceptable Encryption and Key Management Policy Acceptable Use Policy Clean Desk Policy Data Breach Response Policy Disaster Recovery Plan Policy Personnel Security Policy Data Backup Policy User Identification, Authentication, and Authorization Policy Incident Response Policy End User Encryption Key Protection Policy Risk Assessment Standards and Procedures Remote Access Policy Secure Systems Management Policy Monitoring and Logging Policy Change Management Policy In addition, WM Promus have a named board-level person responsible for service security.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: WM Promus conduct a structured approach (supported by version control tools) to releases. There is a rigorous testing process prior to all releases (supported by tools such as vulnerability scanners within version control tools) to ensure mitigation of security risks. WM Promus adopt industry best practice (ITIL) in addition to DevOps best practices relating to configuration and change management.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: WM Promus conduct a structured approach (supported by version control tools) to releases. There is a rigorous testing process prior to all releases (supported by tools such as vulnerability scanners within version control tools) to ensure mitigation of security risks.
Protective monitoring type: Undisclosed
Protective monitoring approach: WM Promus conduct a structured approach (supported by version control tools) to releases. There is a rigorous testing process prior to all releases (supported by tools such as vulnerability scanners within version control tools) to ensure mitigation of security risks. Scanning tools feedback ensures that WM Promus respond immediately upon vulnerability awareness.
Incident management type: Undisclosed
Incident management approach: WM Promus adhere to industry best practice (ITIL) for Incident Management. In terms of communication, WM Promus can be contacted by telephone and email. Escalations and communications including updates are accessible via email and phone.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Data Center Optimization - WMPromus adopt a green approach in terms of virtualization and consolidation of servers; optimize resource utilization, reduce physical servers, & lower energy consumption. Annually, WM Promus reviews the IT estate and plans for increased optimization. For clients, WMPromus conduct reviews of client environments and provide recommendations for migrating to a ‘greener cleaner’ landscape. Cloud Computing and Green Hosting - As part of our Cloud & DevOps line of business, WM Promus provide consultancy services related to transitioning to cloud computing services. WM Promus discusses with clients the option to choose green hosting providers that prioritize renewable energy sources for their data centers. Paper-Free Commitment - WM Promus encourage a ‘paper-free’ approach. At all project ‘kickoffs’, discussions on ‘ways-of-working’ encourage printers and printer ink cartridges minimum usage and commit to using online collaboration tools. Travel if necessary- WM Promus promotes a ‘travel if necessary’ policy. The majority of our work is conducted remotely, and our engineers are encouraged to only travel if the client has requested them onsite or if the project work requires an onsite presence. Our training is in virtual classrooms and only in person on request. Our pricing is varied depending on whether an onsite engineer is required, or remote working is suitable; with remote working more favourable for clients financially. This encourages clients to also adopt a ‘travel if necessary’ policy. End-User Devices - WM Promus requests all engineers and employees to adopt power management procedures. WM Promus recycles laptops and other IT devices. There is a strong focus on maintaining equipment and fixing component parts when they break instead of buying entirely new products. WM Promus properly disposes of obsolete electronic equipment being aware of the potentially dangerous chemicals non-designated recycling centers or disposal companies release to the environment.

Covid-19 recovery

Critically, WM Promus provide pricing that offers substantial discounts to public sector organisations. In addition, we enable remote work; our services empower organizations to increase remote work capabilities. This promotes social distancing and reduces the risk of transmission while ensuring business continuity. Boosting Collaboration: Features like video conferencing, secure file sharing, and real-time communication tools within our services and project delivery approaches foster collaboration across dispersed teams.

Tackling economic inequality

Tackling economic inequality - WM Promus create opportunities for entrepreneurship and help new organisations to grow, tackling economic inequality, supporting economic growth and business creation. WM Promus provides free TED talks about technology advances and how they can help start-up businesses and SME’s to scale up and grow. We host these onsite (and virtually) at our serviced offices where there is a large community of SMEs. These TED talks are free to attend (either in person or virtually). For example, our TED talk “Curious about Artificial Intelligence - Will it help you or replace you?” provided answers to questions such as “What AI solutions can I use to help me in my current role?“ . The feedback on these sessions is that they significantly benefit SMEs who attend with valuable insights into AI tools (that are free) and can be leveraged for innovation and efficiency. WM Promus offer opportunities for work experience or similar activities. WM Promus provides quality secondary-school work-experience placements designed to provide students with practical, hands-on experience in the field of IT consultancy. The school with whom we engage has over two thirds of pupils from minority ethnic backgrounds, over half of the pupils eligible for pupil premium, and a pupil’s attainment at entry level significantly below the national average. Our placements aim to allow students to develop technical skills, gain exposure to professional work environments, and explore potential career paths within the IT sector.

Equal opportunity

Equal opportunity - WM Promus have a robust Equality, Diversity, and Inclusion (EDI) Policy. The applications we resell and deliver services against are accessible to users with disabilities by incorporating features like keyboard navigation and screen reader compatibility, user interface elements that cater to diverse visual needs and so on. In addition, they offer multilingual support aligned with our inclusion policy. Our diverse workforce informs training materials and support services offered alongside our solutions.

Wellbeing

Wellbeing- WM Promus promote Work-Life Balance and facilitate flexible work for employees. Our services and solutions also do this for clients through asynchronous communication tools (allowing for responses outside core working hours), mobile access for remote work and flexible schedules (thus helping client engineers achieve a better work-life balance by offering them more control over their workload and schedule). Our services and solutions also reduce work stress through automated and streamlined workflows. Automating repetitive tasks frees up users' time and reduce stress associated with manual, time-consuming processes. Our services and solution embed easy-to-use and intuitive interfaces minimizing frustration and cognitive load for users, contributing to a more positive work experience. The Data Privacy and Security features within our offerings demonstrate a commitment to user wellbeing by protecting sensitive information and reducing stress related to potential data breaches.

Pricing

Price: £2,683.84 to £80,586.58 a licence
Discount for educational organisations: No
Free trial available: No

OpenText Universal Discovery and CMDB

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

OpenText Universal Discovery and CMDB

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents