WHITE PAPER

Gaining the Information
Advantage with EnterpriseManaged Services
Maximize the value of enterprise information in the cloudwith cloud managed services for EIM applications

Contents

Advantage with Enterprise Managed Services

Executive summary

3

Cloud managed services: The platform for The Information Advantage3

Why consider cloud managed services?

4

Benefits of cloud managed services

5Enterprise Managed Services

7

Enterprise Managed Services: Unlocking the power of OpenText Cloud

7

Enterprise Managed Services: An end-to-end cloud managed service

8

Detailed components of EMS

10Adopting Enterprise Managed Services: A simple, three step process11

Flexible deployment options

12

Transitioning to the cloud with Enterprise Managed Services

13

The importance of a trusted partner

14

OpenText: An unrivalled EIM resource

14

What’s the next step?

15

About OpenText

15

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Enterprise information management (EIM) applications are essential for contentcentric innovation and business transformation for organizations worldwide.
Deploying EIM in the cloud as a turnkey managed service can quickly improve
the time to value on information management investments, improve supplier andcustomer collaboration and create opportunities for resource reallocation compared
to on-premises installations of the same solution. The OpenText Cloud is the only
global cloud purpose-built to deliver complete EIM as a managed service.

Executive summary
Successfully transforming how information is managed and leveraged throughout
the business and using it to its full potential creates an Information Advantage andsets organizations apart in their markets.
In the world of big data, information management must be achieved at scale, atpace and within a completely secure and compliant environment. Many companies
are looking to modernize and gain the Information Advantage by consuming
business-critical EIM applications in the cloud as a managed service.
Managed services provide a simple and effective way to achieve informationdriven business modernization. These services facilitate the transition, management,
optimization and future-proofing of EIM capabilities by outsourcing operational
responsibility for enterprise information management in the cloud.
OpenText is uniquely positioned to deliver market-leading EIM applications to both
new and existing customers as a managed service in the cloud. With OpenText
Enterprise Managed Services, organizations create the Information Advantage by using
information assets to compete and win in the rapidly transforming digital economy.
This white paper discusses the benefits and challenges for enterprises considering acloud-based managed service to unlock the value of their information assets with thepower and control that comes with a fully-managed EIM solution from OpenText.

Cloud managed services:
The platform for The Information Advantage
The market for cloud-based managed services is growing rapidly and is estimatedto reach $82.5 billion by 2025.1 Analyst firm Forrester believes that the demand forcloud-based managed services has moved beyond cost savings and operational
efficiencies to facilitating digital transformation and business innovation. Forrester
says that three quarters of its clients operate some form of cloud environment, afigure that continues to grow.2
An effective EIM cloud managed service consists of three essential components: 1)
the EIM application; 2) scalable and secure cloud infrastructure, and 3) operational
expertise that ensures the EIM application is installed and running on the cloudinfrastructure in a way that meets users’ performance and availability expectations.
Together, these three managed service components help organizations navigate
the challenges of digital transformation while securing key benefits for theirbusiness. These benefits include:

1 Chapel, Jay. Medium, The Cloud Managed Services Market is Growing—and That’s Good for MSPs https://
medium.com/@jaychapel/the-cloud-managed-services-market-is-growing-and-thats-good-for-msps660bfe8cfd12
2 CRN, Managed Services Market: The Three Key Trends Impacting MSPs https://www.crn.com/news/
managed-services/managed-services-market-the-three-key-trends-impacting-msps

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EIM modernization
Migrating to the cloud means migrating to, and remaining on, the latest version of
the EIM solution. By retiring older versions, customers can often replace expensive
and difficult to maintain customizations with comparable functionality that isstandard in the latest product release. After moving an EIM solution to the cloud,organizations never need to deal with upgrades again. Users will always haveaccess to the latest, most powerful application features.
EIM optimization
The EIM application and the cloud infrastructure that supports it must work
together to deliver an effective managed service. Deploying in a certified andoptimized cloud environment for the EIM application ensures the solution can be
operated and supported effectively as a managed service.
EIM integration
Today’s complex IT landscape must be connected and able to securely sharedata anywhere it is needed. The cloud managed service should offer any-to-any
integration between the EIM solution and other enterprise applications and systems.
A modernized, optimized and integrated EIM solution delivered as a cloud managed
service is the best way to gain the Information Advantage.

Why consider cloud managed services?
Many organizations begin their EIM journey by implementing an on-premises EIM
solution. This requires building the skillsets and technology resources needed to
deploy, manage, support and optimize the EIM solution. This can be a costly andcomplex undertaking for even the most digitally sophisticated organizations. Onpremises deployments can create several challenges, including:
Increasing infrastructure and people costs
As the resource commitments needed to run on-premises software grow year overyear, they become a barrier to innovation. The business consumes time and money
just to keep the lights on instead of applying these resources to drive growth andincrease efficiency.
Security weaknesses
Cybersecurity continues to be the most top-of-mind challenge for CIOs andCTOs. Points of vulnerability multiply constantly in the hyper-connected, digitallytransformed environment that corporate IT departments operate in today. Statutory
personal data protection requirements, such as the GDPR, add to the complexityof these challenges. The need to integrate EIM solutions seamlessly with otherenterprise applications and share information with users both inside and outside of theorganization calls for tools and knowledge that many IT deployments lack.

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Information sprawl
Today, the typical enterprise maintains more than 200 siloed applications andinformation repositories. This leads to inaccurate, duplicate and redundantdata spread through many systems. Information sharing and collaboration growincreasingly challenging as poor data quality leads to poor business performance.
Effectively integrating EIM solutions with other key enterprise applications, many ofwhich are SAAS applications operating outside the corporate firewall, is essential but
difficult to do in an on-premises environment.
Resource allocation
Running EIM on-premises requires IT to source and retain knowledge workers
dedicated to EIM and allocate staff from its limited pool of resources to manage
EIM software and infrastructure. In addition to the hard dollar costs involved, there
are opportunity costs imposed on the organization when innovation initiatives
are delayed or overridden by a lack of EIM-skilled staff and the need to support
routine operations. This means maintaining EIM capabilities on-premises canimpact other IT improvements that, in turn, impact the business.
Outdated functionality
Ensuring that the entire IT estate is always up-to-date is a daunting task. Like allenterprise applications, EIM solutions undergo frequent upgrades and patches.
Planning and executing entirely new releases is an even greater challenge.
Poor user acceptanceEvery IT manager knows that if users are not happy with the functionality inan enterprise application, they will find a workaround. EIM is no different. If
an organization fails to keep pace with the features in the latest version of thesoftware, users are less likely to adopt it and more likely to introduce their own
solutions to solve their specific business issue, exacerbating information sprawl andpotentially compromising their organization’s compliance posture.
Capital expenditureManaging and maintaining EIM software is a capital expenditure that is reflectedin the bottom line, with the need to account for the budget allocated to EIM. Manyorganizations are looking for ways to replace capital expenditure with efficient andpredictable operating expenditure.

Benefits of cloud managed services
The benefits of a cloud managed service align with several of the challenges thatcome with on-premises deployment and are often framed around its ability to freeinternal IT resource from management and maintenance tasks to focus on higher
value activities. While that productivity gain is important, the real benefits of cloud
managed services are much wider reaching. At a high level, there are seven key
benefits: (see Figure 1)

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Reducing costs
A typical organization can reduce operating costs by 30 percent by adopting
this approach.
Moving to the cloud removes much of the capital investment involved in supporting
EIM applications on-premises. In addition, cloud managed services remove many ofthe direct costs associated with system management and support.
Increasing business agility
New EIM systems can be provisioned and moved into production quickly, in sharp
contrast with the typical timelines for an on-premises deployment.
With cloud managed services, new EIM applications and solutions are faster andeasier to deploy. The hardware, storage and infrastructure are already in place andpre-optimized for the type of application being implemented.
Increasing enterprise application integration
The managed services approach enables turnkey, any-to-any integration at bothan application and data level.
Cloud managed services make it much easier for an organization to integrate its
EIM solutions with other enterprise applications, such as ERP, CRM, HR or financial
packages.
Increasing productivity
Organization no longer need to upgrade their EIM solutions and can be sure users
always have the latest features at their fingertips.
Using a cloud managed service ensures that users are always working withthe latest version of their EIM solutions. Modernizing EIM solutions improves
employees’ level of job satisfaction and increases their productivity. Software
upgrades and patches are the responsibility of the service provider in a managed
service model.
Improving reliability
High levels of availability are delivered at the application level, even on
environments that include customer-specific add-on developments.
Standardized application configurations and repeatable operating procedures
applied across multiple customer environments enable the cloud managed service
provider to dramatically reduce the number of ‘environment incidents’ that mostcommonly affect enterprise software.
Reducing risk
Outsourcing the operation of on-premises EIM environments enables manyorganizations to benefit from the service provider’s elevated compliance posture.
Maintaining compliance with ever-changing customer mandates, industry
standards and government regulations is a complex and expensive commitment.
Relying on the managed service provider’s audited compliance with SOC, ISO
and other industry and region-specific controls gives CIOs confidence that theirorganization’s EIM investment remains secure and protected in the cloud.

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Improving workforce optimization
Cloud managed service solutions free internal IT staff from the ongoing burden ofroutine management and support tasks and allow them to address higher value
business activities.
Cost reduction

Save up to 30 percent with flexible deployments, standardized processes andbest practiceBusiness agility

Increase innovation through the rapid development and deployment of new
business solutions

Workforce optimization

Free internal IT staff from routine management and maintenance tasks to focus on
higher value activities

Enterprise integration

Integrate EIM with any other enterprise applications to facilitate the fast andeffective flow of information and increase collaboration with customers, suppliers
and partners

Productivity

Give users permanent access to the features and functionality of the latest EIM
versions—patched and upgraded automaticallyContinuity

Ensure 24x7 continuity of mission-critical operations, backed by a service levelagreement with system availability of up to 99.9 percent

Risk

Reduce risk through operations that are certified down to the individual
application level

Compliance

Meet government, industry and corporate standards

Accountability

Have a single point of accountability (service manager) who understands thetechnical infrastructure and the business context
Figure 1: Key benefits of cloud managed services

Enterprise Managed Services
Enterprise Managed Services is the cloud managed service from OpenText. The
offering is tailored to deliver consistently reliable and high-performance access to
OpenText EIM solutions deployed in the OpenText Cloud, the world’s largest private
cloud infrastructure specifically created to support EIM solutions, and on leading public
cloud environments. OpenText is uniquely able to combine this flexible range of cloud
deployment options with the unmatched EIM application expertise needed to unlock
the value of an organization’s information assets and gain the Information Advantage.

Enterprise Managed Services:
Unlocking the power of OpenText Cloud
Delivering the Information Advantage through:Global reachWith 50 data centers and four global network operations centers, it provides theperformance, scalability and security benefits of a public cloud in an environment
optimized for EIM. OpenText’s strategic partnership with Google extends the reachof the OpenText private cloud by enabling customers to deploy a fully-managed EIM
solution on the Google Could Platform (GCP).

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Enterprise capabilities
Enterprise applications, such as EIM, require a range of security, compliance andbusiness continuity services to ensure they are safe and protected and always
available to users. OpenText Cloud Enterprise Managed Services combines amulti-layered security and compliance approach with application and deploymentarchitectures designed to ensure the highest level of availability and performance.
A single, comprehensive SLA
OpenText Enterprise Managed Services enables the management of infrastructure,platform and application services under a single, comprehensive Service Level
Agreement (SLA). The SLA covers every element of an EIM solution, including the EIM
application, cloud infrastructure and managed service operations. This comprehensive
commitment is not available from other cloud managed service providers.

Enterprise Managed Services:
An end-to-end cloud managed service
Enterprise Managed Services makes a fully-managed cloud deployment of EIM
solutions available to users under a single SLA commitment. It delivers all the
management, security and control capabilities required from an end-to-end managed
service. These include:(see Figure 2)
Onboarding
Cloud experts work with an organization to fully scope out the implementation anddefine the roles and responsibilities of the OpenText and customer resources working
to make it successful. The onboarding process follows a clear project plan and timeline
for deploying the EIM solution in the cloud and a proven methodology for transitioning
from on-premises to the managed service. In addition, the business as usual tasks
that follow the onboarding phase are defined. This planning and preparation activity
accelerates the time needed to transition EIM solutions to the cloud. In addition,
Enterprise Managed Services facilitates the process of integrating customer, supplierand trading partner systems with the EIM implementation.

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Cloud operations
Enterprise Managed Services handles the day-to-day management of every
aspect of EIM implementations. Highly skilled operations teams manage all
infrastructure and operations elements, including platform, application, system,
security, performance, availability and capacity management, using ITIL
processes and best practices.
OpenText delivers Enterprise Managed Services following a rigorous set of
security protocols that govern the operation of and access to each data center’s
physical premises. Each EMS data center is designed to provide multiple levels of
redundancy, while supporting applicable security and compliance standards. Physicalaccess to data center sites is carefully controlled by onsite security personnel.
One of the key reasons that customers use OpenText solutions is robust governanceand compliance support. This is backed by strong data encryption support, available
both at rest and in transit. OpenText maintains a strong relationship with a marketleading root certificate authority to enable the provisioning of security certificates tocustomers as needed.
SupportExtending beyond the incident response capabilities of OpenText’s 24x7 global
support team, Enterprise Managed Services includes comprehensive processes toproactively detect and escalate performance incidents and service disruptions. It
involves a comprehensive incident management policy that is part of an ISO global
information security framework. Support services are collaborative and deliveredin partnership with each organization to combine OpenText’s EIM managed service
expertise with the organization’s understanding of its business and processes.
Business solution services
The unique strength that differentiates OpenText as a cloud managed service provider
for EIM is its direct connection to the product development teams that build theapplications managed in the cloud. The Enterprise Managed Services team responsible
for monitoring and tuning customer environments have years of experience working
with these products, not only as application administrators but as customer support
technicians, trainers and EIM solution consultants. No other managed service provider
brings this level of product knowledge and depth of connection to the engineers
responsible for developing the cloud-deployed application.
Service management
Service management is key to a successful long-term relationship. From project
initiation and onboarding through the full duration of services, a Service Manager
is the primary contact for all aspects of the cloud managed service and a maincontact point for handling queries and escalations.
The Service Manager can work directly with organizations as part of the management
team to ensure strict focus on user satisfaction, service quality and alignment
with business priorities, providing monthly service reporting, general process orservice queries and acting as an escalation point when needed.
In most cases, organizations engage with Enterprise Managed Services to deliver
all five of these solution components - onboarding, operations, support, businesssolution services and service management - in a comprehensive, single managed
service that addresses the full scope of their EIM requirements (see Figure 2).

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Onboard

Operate• Provisioning
and deployment• Availability
management• Support solution
implementationand configuration• Service teamenablement• Operational
readiness

SupportBusiness Solution
Services

Service Management• Incident management • Application• Customer successadministration• Problem management• Governance• Change and• Customization support• Event response• Delivery management
release management
management• Authentication and• Service reporting• Performance andaccess management• Knowledge
capacity management
management• End-user support• Disaster recovery• Security management• Infrastructure, data
center operations
Figure 2: The complete, end-to-end Managed Services solution

Detailed components of EMS
There are many key characteristics that define OpenText Enterprise Managed
Services and make it the best option to deliver an organization’s EIM solution as amanaged service, including:Security
The OpenText Global Information Security Policy (GISP) provides a single, consistentglobal security policy based on the ISO 27001 standard as the basis for the
OpenText security framework. This policy framework covers all relevant security andcompliance controls that underpin Enterprise Managed Services.
Certifications
Enterprise Managed Services has been certified to all levels - data center,
infrastructure, platform, application and service - to assure the quality of the security
controls, processes, procedures and policies that are executed. Current certifications
include ISO27001, SOC 1&2 and HIPAA.
ITIL processes
Enterprise Managed Services uses a comprehensive and integrated set ofInformation Technology Infrastructure Library (ITIL) based tools and practices tohelp provision, run and monitor customer environments running in the OpenText
Cloud. This includes application monitoring, cloud automation and orchestration,
service management and configuration management.
Global data zones
OpenText has created multiple cloud data zones where customer environments canbe managed and data sovereignty and privacy maintained to meet global regulatory
standards. The European data zone is fully segregated to comply with EU statutory
data privacy and protection requirements, enabling IT operations, disaster recovery
and hands-on managed service with guaranteed data assurance.

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Back-up and disaster recovery
Three simple steps toadopting EMS
Select your EIM solution• Content Services• Customer Experience
Management• Discovery

Customer EIM solutions deployed under Enterprise Managed Services aredesigned with multiple levels of redundancy and failover. This cloud infrastructureis optimized for business continuity and disaster recovery. Every server, network
device and storage unit is fully redundant. Should one data center fail, its
operations pass onto others on the OpenText Cloud.
OpenText also offers pre-defined and best-in-class RTO and RPO commitments forcustomers to inform their business continuity planning and set clear expectations
for service restoration and data recovery in case of a disaster.

• Analytics• Security
Choose a service tier
• Standard

Standard

Enhanced

Premium

Basic cloud services
priced for excellent valueEnterprise-class services
that deliver a compelling
TCO

White-glove service
experience for missioncritical solutions• Lower TCO• Access to service
management desk

• Named service
manager• Dedicated service
manager• Control information sprawl• SLO-based DR services• Elevated availability
commitments• Best-in-classavailability• Support for basic
solution customizations• Pre-provisioned DR
environments• Enhanced• Premium
Create the Information Advantage• Increase innovation and agility• Pre-defined productconfigurations• Support for the mostcomplex EIM solutions

Figure 3: OpenText provides three pre-defined service tiers. Each tier defines key
performance indicators.

Adopting Enterprise Managed Services:
A simple, three step process
As with EIM implementations, no two managed services deployments are the same.
Each organization engaged in moving EIM to the cloud has specific business goals
and needs that determine the service definition that is right for them. The EnterpriseManaged Services offering supports three distinct service tiers (see Figure 3):
Standard
The Standard delivery model includes the full suite of basic cloud managed services
to gain the best value from EIM capabilities at a very competitive price.
Enhanced
The Enhanced delivery model builds upon the Standard model and adds
enterprise services to deliver enhanced levels of availability and continuity to suitmission-critical EIM environments.

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Premium• Single vendor relationship

The Premium delivery model offers a high degree of customization to create a
flexible and tailored solution. Supporting the most complex EIM implementations
and integrations, this model delivers best-in-class performance for key enterprisestrength features, such as continuity, availability and security.
It only takes three simple steps to begin to benefit from using Enterprise Managed
Services to deliver EIM capabilities (see sidebar).

Flexible deployment options
Regardless of service tier, an organization must choose the underlying technologythat enables the cloud managed service that best aligns with its business needs.
Enterprise Managed Services supports several flexible deployment options, including:
Private cloudIn this deployment option, the customer’s EIM applications reside on the OpenText
Cloud. Enterprise Managed Services provides an end-to-end service, covering
every aspect of managing and maintaining EIM applications. As the OpenText
Cloud has been designed specifically for OpenText EIM solutions, the private cloud
deployment option provides maximum flexibility to optimize and tune the EIM
environment. It enables every aspect of EIM capabilities to be covered by the single
SLA commitment from OpenText.

SLA-basedmanagement

Public cloud
Many organizations have put cloud strategies in place to shift enterprise workloads
from on-premises to one or more public cloud provider environments. OpenText
EIM products are certified to run on the leading public clouds under the OpenText
Anywhere program. OpenText Anywhere enables customers to deploy cloudcertified EIM applications as a managed service on Google Cloud™, Microsoft®
Azure® or Amazon Web Services.
Through its strategic partnership with Google, OpenText can offer optimized
environments for OpenText EIM solutions running in GCP with the same best-in-class
SLA commitments that support deployments on the OpenText private cloud. The
Google partnership significantly expands the options that customers have to support
technical integration, data sovereignty or compliance requirements in the public cloud.
Hybrid cloudHybrid cloud describes a deployment where different components of EIM
systems reside on-premises, in the OpenText Cloud or on a public cloud. A hybrid
environment can include any combination of these deployment options. Most
organizations move to a hybrid deployment when they must retain sensitive dataon-premises but want to take advantage of the scalability and performanceof the cloud to outsource application workload management. OpenText offers
Enterprise Managed Services to manage hybrid solution components running in
the OpenText Cloud and administer hybrid elements deployed on public clouds.
Customers may self-manage on-premises components of a hybrid deployment or
engage OpenText Professional Services to manage the on-premises environment.

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Transitioning to the cloud with Enterprise Managed Services
Making the transition to the cloud with Enterprise Managed Services gives
organizations immediate access to the benefits of an expert managed service on
cloud infrastructure optimized to enable reliable and high-performant access to
an EIM solution. There are four paths available to follow in moving to the cloud. It
is important that each organization selects the transition path that best suits its
business. Enterprise Managed Services supports these transition models:
Migrate to modernize
Also referred to as a ‘lift and shift’ approach, this model is designed to migrate
existing applications and data from the current on-premises deployment to thecloud service in a single move. The major benefit of this approach is that the system
is ready to go live as soon as the migration is complete, shortening the time tovalue. However, as application portfolios grow and data volumes explode, it becomes
more challenging and risks increase.
The phased approachThis model breaks the migration to the cloud into a series of phases. Typically,
there is a large, upfront migration followed by a series of smaller migrations until
the entire environment resides on the cloud. This approach allows for applicationand data testing as the migrations continue, helping to ensure data quality andreducing the risk involved in the transition. The phased approach also allows for an
application version upgrade to be completed as part of the cloud transition.
The iterative approach
Similar to the previous model, this approach uses several phases, although theytend to be smaller and may overlap, rather than running sequentially. This approachis becoming the most common model used for cloud migrations as each iteration issmall, reducing cost and risk. Many iterations are executed to move all applications
and data from on-premises across to the cloud.
Manage in place
In this scenario, customer data is not necessarily migrated from the on-premises
implementation. Instead, business content is managed in place as part of a hybrid
deployment, integrating new cloud-based applications with existing on-premises
systems. In this model, connectors are established between the on-premises
applications and data stores and cloud applications to enable the smooth flow ofdata between them. This model can also enable a phased move towards a fully cloud
deployment approach, as it allows data to migrate to the cloud over time.
No matter which model is used, Enterprise Managed Services provides applications,tools and services to automate as much of the transition process as possible,
including data extraction, data transfer, data transformation and loading onto the
new cloud service.

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The importance of a trusted partner
The best cloud service providers will help deliver tangible business benefits from
EIM investments. The provider must have a deep understanding of an organization’s
business priorities and technical environment. This requires openness, transparency
and trust on both sides. It is a natural fit for organizations to enter a managed services
relationship with their software solutions provider. The provider’s existing and deep
knowledge of the EIM applications should deliver an advantage.
A trusted partner must be also able to demonstrate the expertise, people,
infrastructure and scale to accommodate EIM requirements on a global basis.
Enterprise Managed Services is perhaps the only cloud managed service to meetthese criteria. It delivers the assurance of the world’s leading EIM vendor andprovides access to a large talent pool with a range of skills, including industry andtechnology expertise, professional services and operational support.
Enterprise Managed Services is always deployed in a partnership model, with aService Manager, to establish and maintain a long-term relationship that benefits
everyone—the company, its customers and its trading partner communities.
Invest the time to identify the correct managed services partner for your business
and work closely with them to create a customized package that meets your specificbusiness, financial and contractual requirements.

OpenText: An unrivalled EIM resource
No other organization has the level of EIM skills or experience that OpenText does:• More than 25 years of successful EIM delivery• More than 65,000 EIM customers worldwide• More than 12,800 full-time EIM professionals—the world's largest pool of EIM
experts• More than 1,500 EIM managed services customers worldwide• More than 1,800 customer service experts• Dedicated governance and compliance experts• Standards compliance for data center and applications in the OpenText Cloud• Service manager, onsite if required, who understands the business and acts as
an extension of the customer management team
• Four global network operating centers, 50 data centers, with extensions from• 24x7 global support across four continents

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What’s the next step?
EIM is the key to achieving The Information Advantage and sets organizations
apart from competitors. It helps companies leverage all information assets
to produce the rich and engaging experiences customers demand. However,
optimizing on-premises EIM capabilities is increasingly costly and challenging.
Built on OpenText Cloud and extending into public cloud and hybrid architectures,Enterprise Managed Services is the only cloud managed service offering specificallydesigned and optimized for EIM and run by the world’s largest EIM company.
OpenText can help unlock the agility and innovation that lies within your businessthrough a smooth and rapid transition to an EIM managed service. Find out more

About OpenText
OpenText, The Information Company, enables organizations to gain insight throughmarket leading information management solutions, on-premises or in the cloud. For
more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit: opentext.com.

Connect with us:• OpenText CEO Mark Barrenechea’s blog
• Twitter | LinkedIn

opentext.com/contact
Copyright © 2021 Open Text. All Rights Reserved. Trademarks owned by Open Text.
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