Unlock the Power ofInformation with Cloud
Managed Services

OpenText Position Paper

Unlock the Power of Information with Cloud Managed Services

Contents
Executive Summary			2

Cloud managed services: The platform for the information advantage			2

Why consider cloud managed services?			

3

Benefits of cloud managed services			

5

OpenText Cloud Managed Services			

7

OpenText Cloud Editions			

7

Unlocking the power of the OpenText Cloud			8

An end-to-end cloud managed service 			9

Detailed components of CMS			

11

Adopting Cloud Managed Services			12

Flexible deployment options 			

13

Transitioning to the cloud with Cloud Managed Services			

14

The importance of a trusted partner			

15

OpenText: An unrivalled IM resource			

16

Customer successes			

17

What’s the next step?			

19

1

Executive Summary
Technology is constantly changing. Information volumes are expanding exponentially.
Businesses are competing on a vast, planetary scale. Markets are shiftingat lightspeed.
Digital transformation is the key to responding to these changes with agility andresilience. When an organization successfully transforms how information is accessed,
managed and leveraged throughout the business, they achieve an information
advantage. This advantage sets organizations apart in their markets and can act as acatalyst for growth.
In the world of big data, information management (IM) 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 businesscritical IM applications in the cloud as a managed service. These services facilitate
the transition, optimization and future-proofing of IM capabilities by outsourcing
operational responsibility for information management in the cloud.
OpenText is uniquely positioned to deliver market-leading IM applications to both
new and existing customers as a managed service in the cloud. With OpenText Cloud
Managed Services (CMS), organizations elevate their information assets to allow themto compete, innovate and win in the rapidly transforming digital economy.
This position paper discusses the benefits and challenges for organizations
considering a cloud-based managed service. It explores how they can unlock the valueof their information with the power and control that come with a fully managed IM
solution from OpenText.

Cloud managed services: The platform for the
information advantage

The market for cloud-based managed services is growing rapidly. By 2026, 94% oflarge organizations with legacy applications in the cloud will use external service
providers for some portion of management and support, up from 80% in 2020.1
Gartner® observes that organizations require managed services that directly support
digital business initiatives at digital touchpoints, and are bound to specific businessoutcomes that add value, improve customer satisfaction and increase quality throughdigital business operations.2
A modernized, optimized and integrated IM solution delivered as a cloud managed
service is the best way to gain the information advantage.
It empowers organizations to use information to its full potential, generate insights,
and create new offerings and business models.
An effective cloud managed service for information management consists ofthree essential components: 1) the IM application, 2) scalable and secure cloudinfrastructure and 3) operational expertise that ensures the IM application is installed
and running on the cloud infrastructure in a way that meets users’ performance andavailability expectations.

2Unlock the Power of Information with Cloud Managed Services

Together, these three managed service components help organizations navigate thechallenges of digital transformation while securing key benefits for their business.
These benefits include IM modernization, optimization and integration.
Information management modernization
Migrating to the cloud, coupled with modernization, means migrating from legacy
releases. By retiring older versions, customers can often replace expensive anddifficult to maintain customizations with comparable functionality that is standard in
the latest product release.
After moving an IM solution to the cloud, organizations never need to deal with
upgrades again. Users will always have access to the latest, most powerful application
features. Modernization enables the organization to embrace cloud benefits like faster
speed to market, scalability, agility and lower costs.
Information management optimization
The IM application and the cloud infrastructure that supports it must work together
to deliver an effective managed service. Deploying in a certified and optimized
cloud environment for the IM application ensures the solution can be operated andsupported effectively as a managed service.
Information management integration
Today’s complex IT landscape must be connected and able to securely share data
anywhere it is needed. The cloud managed service should offer any-to-any integration
between the IM solution and other enterprise applications and systems.

Modernization

Information
Management

Figure 1:

Key advantages of cloud
managed services

Optimization
Integration

Why consider cloud managed services?
Many organizations begin their information management journey by implementing
an on-premises IM solution and then taking over its day-to-day management. Thisrequires building the skillsets and technology resources needed to deploy, maintain,
support and optimize the IM solution. This can be a costly and complex undertaking foreven the most digitally sophisticated organizations. On-premises and self-managed
deployments can create several challenges, including:
Increasing infrastructure and people commitments
As the cost commitments needed to run on-premises and self-managed software
grow year over year, 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 and increase efficiency.
3

Security and compliance expertise
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 complexity ofthese challenges. Organizations that operate in regulated industries must prove to theaudit authorities that due care and attention has been taken in relation to information
and all relevant processes are adhered to.
The need to integrate IM solutions seamlessly with other enterprise applications andshare information with users both inside and outside of the organization calls for tools,
knowledge and experience that many IT deployments struggle to keep up to date.
Information sprawl
Today, the typical enterprise maintains more than 200 siloed applications andinformation repositories. This leads to inaccurate, duplicate and redundant data spreadthrough many systems. Information sharing and collaboration grows increasingly
challenging as poor data quality leads to poor business performance. Effectively
integrating IM solutions with other key enterprise applications, many of which are SaaS
applications operating outside the corporate firewall, is an essential but daunting task,
and is difficult to do retrospectively on a legacy system.
Resource allocation
Self-Managing IM solutions require IT to source and retain knowledge workers
dedicated to IM, and pull people from its limited pool of staff. In addition to hard dollar
costs, organizations face opportunity costs when innovation initiatives are delayedor overridden by a lack of IM-skilled staff and the need to support routine operations.
This means self-maintaining IM capabilities can impact other IT improvements that, inturn, impact the business.
Outdated functionality
Ensuring that the entire IT estate is always up to date is a never-ending task. Like allenterprise applications, IM solutions undergo frequent enhancements. Planning andexecuting entirely new releases are an even greater challenge.
Poor user acceptanceEvery IT manager knows that if users are not happy with the functionality in anenterprise application, they will find an alternative. Information management is nodifferent. If an organization fails to keep pace with the features in the latest versionof the software, 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 IM software is a capital expenditure that is reflectedin the bottom line, with the need to account for the budget allocated to IM. Manyorganizations are looking for ways to replace capital expenditure with efficient andpredictable operating expenditure.

4

Unlock the Power of Information with Cloud Managed Services

Benefits of cloud managed services
The benefits of a cloud managed service are often framed around its ability to freeinternal IT resources from management and maintenance tasks to focus on higher
value activities. While that productivity gain is important, the real benefits of cloud
managed services (CMS) are much wider reaching. At a high level, there are nine
key benefits:

Cost reduction

Save up to 30% with flexible deployments, standardized processes and bestpractices

Businessagility

Increase innovation through the rapid development and deployment of new businesssolutions

Workforce
optimization

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

Enterprise
integration

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

Productivity

Give users permanent access to the features and functionality of the latest IM
enhancements—patched and upgraded automaticallyContinuity

Ensure a strong service level availability for mission critical systems

Risk

Figure 2:
Key benefits of cloud managed services

Reduce risk through operations that are certified down to the individual applicationlevel

Compliance

Meet government, industry and corporate standards

Accountability

Have a single point of accountability who understands the technical infrastructure,application and the business context

Reducing costs
A typical organization can reduce operating costs by 30% by adopting a cloud
managed approach.3
Moving to the cloud removes much of the capital investment involved in supporting
IM applications on-premises. In addition, cloud managed services remove many of thedirect costs associated with system management and support.
The cloud allows the business to adopt new cost-effective capabilities, reinvent
business processes, seize emerging innovation opportunities, accelerate growth andstay ahead of competitors.
Increasing business agility
New IM systems can be provisioned and moved into production quickly, in sharp
contrast with the typical timelines for an on-premises deployment and upgrades.
With cloud managed services, new IM applications and solutions are faster and easier
to deploy and keep up to date. The hardware, storage and infrastructure are already inplace and pre-optimized for the type of application being implemented.

5

Improving workforce optimization
Cloud managed services free internal IT staff from the ongoing burden ofroutine management and support tasks, and allow them to address higher value
business activities.
Increasing enterprise application integration
The managed services approach enables turnkey, any-to-any integration at both anapplication and data level. Because of the scale of expertise and design foundations,cloud managed services make it easier and faster for an organization to integrate
its IM solutions with other enterprise applications—such as ERP, CRM, HR or
financial packages.
Increasing productivity
Using a cloud managed service ensures that users are always working with the latest
enhancements to their information management solutions. Software upgrades andpatches are the responsibility of the service provider in a managed service model.
Modernizing IM solutions impacts employees’ level of job satisfaction by
improving communication and collaboration across departments, partners andcustomers, resulting in better-organized processes and workflows, which in turnincreases productivity.
Improving reliability
High levels of availability are delivered at the application level, even in environmentsthat include customer-specific add-on developments.
Standardized application configurations and repeatable operating procedures applied
across multiple customer environments enable the cloud managed service provider todramatically reduce the number of ‘environment incidents’ that most commonly affectenterprise software.
Reducing risk
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 andregion-specific controls gives CIOs confidence that their organization’s IM investment
remains secure and protected in the cloud.
Ensuring compliance
OpenText follows a robust set of process and physical security standards. Thesestandards ensure that each implementation is fully compliant with both current
industry standards and ever-changing compliance mandates to safeguard bothcustomer and enterprise data.
Better accountability
All OpenText Cloud Managed Services have a defined application availability Service
Level Agreement (SLA). OpenText ensures that customers can access their cloudservices when and where they need to, delivering operational peace of mind.

6

Unlock the Power of Information with Cloud Managed Services

OpenText Cloud Managed Services
OpenText Cloud Managed Services is tailored to deliver consistently reliable andhigh-performance access to solutions deployed in the OpenText Cloud—private
cloud infrastructure specifically created to support IM solutions—and on leading
public cloud environments. OpenText is uniquely able to combine this flexible rangeof cloud deployment options with the unmatched IM application expertise needed
to unlock the value of an organization’s information assets, so they can gain theinformation advantage.
Our Cloud Managed Services provides comprehensive management and support for
the full solution stack—from infrastructure, system software and middleware, through
OpenText products, to customer specific application configurations and third-party
solution components. In addition, OpenText CMS addresses the full life cycle of thebusiness application, from initial design (using standardized solution components
optimized for the cloud) and deployment, through migration of content into the cloud,to on-going operational support and application administration. The comprehensive
full-stack, full life-cycle cloud offerings from OpenText deliver simplicity, low risk andhigh value to our customers.

OpenText Cloud Editions
Through five key functional areas, the OpenText Cloud empowers businesses
to address their most pressing business needs. Our cloud-native solutions help
companies master modern work, digitize supply chains, power modern experiences,
strengthen cyber resilience and build the API economy.
•

OpenText Content Cloud delivers a suite of solutions with end-to-end content
management capabilities—from capture to full lifecycle management to archiving.
It integrates with the systems that produce and consume information, extending
enterprise-grade content management deeper into the organization andintroducing new levels of access, analysis and automation. It connects content to
the digital business, eliminating silos and providing instant, secure and compliant
access to both structured and unstructured data—boosting productivity andreducing risk.

•

OpenText Business Network Cloud connects people, processes and technologies
for streamlined connectivity, secure collaboration and real-time businessintelligence in a single, unified platform. Organizations can build global andsustainable supply chains, rapidly onboard new trading partners, comply with
regional mandates, provide electronic invoicing and eradicate information silos
across the extended enterprise.

•

OpenText Experience Cloud unites customer experience capabilities under
one platform. With an unmatched breadth of capabilities for servicing the entire
customer journey, from acquisition to retention, organizations can build memorable
experiences that are targeted and uniquely customized. And with AI-powered
analytics, organizations can evaluate customer interactions at scale, ensuring theright business decisions.

7•

OpenText Security Cloud provides peace of mind with best-in-class cybersecurity,
data protection, digital forensic and endpoint security solutions for businesses ofall sizes. Our digital investigation and cybersecurity solutions enable even global,
highly regulated organizations to find and collect complex evidence faster, reducerisk, and detect and respond to cyberthreats remotely.

•

OpenText Developer Cloud provides Information Management-as-a-Service(IMaaS), making it faster and easier to build, extend and customize information
management applications using a collection of cloud services, applications, APIs
and SDKs.
Developer Cloud minimizes the time and effort of adding new capabilities to any
solution, so developers can focus resources on other priorities, like improving
product differentiation or accelerating business transformation.
Figure 3:

OpenText Cloud Editions:Five specialized clouds

OpenText
Cloud Editions
Run Anywhere | APIs | Managed Services

With OpenText Cloud Editions, organizations can adopt new cost-effective capabilities,
reinvent business processes and seize emerging opportunities. They can become
more intelligent, connected and secure.

Unlocking the power of the OpenText Cloud
The OpenText Cloud delivers the information advantage through our core capabilities:
Global reachWith 50 data centers and four global network operations centers, OpenText provides
the performance, scalability and security benefits of a public cloud in an environment
optimized for IM.
OpenText’s partnerships with Google Cloud, Amazon Web Services and Microsoft
Azure enable organizations to benefit from the combination of product and cloudexpertise from the leader in information management, and the benefits and global
scalability of the world’s largest cloud infrastructure providers.

8Unlock the Power of Information with Cloud Managed Services

Enterprise capabilities
Enterprise applications, such as IM, require a range of security, compliance andbusiness continuity services to ensure they are safe, protected and always available
to users. OpenText Cloud Managed Services combines a multi-layered security andcompliance approach with application and deployment architectures designed toensure the highest level of availability and performance.
Many of our cloud services are externally audited against industry recognized
standards. Unlike cloud platform providers, our service audits cover the full stack, fromdata center operations to application administration and everything in between. These
audits provide organizations with assurance and peace of mind that OpenText has thepolicies, procedures and controls in place to keep their information assets secure.
A single, comprehensive SLA
OpenText Cloud Managed Services enables the management of infrastructure,platform and application services under a single, comprehensive Service Level
Agreement (SLA). OpenText’s SLA is an assurance that our Cloud Services arearchitected, deployed and operated to deliver the quality outcomes expected. The
primary measure of the SLA relates to a monthly target availability against which wemonitor and manage the service.
The SLA covers every element of an IM solution, including the IM application, cloudinfrastructure and managed service operations. This comprehensive commitment is
not available from other cloud managed service providers.

An end-to-end cloud managed service
Under our single SLA, Cloud Managed Services delivers a fully managed cloud
deployment of IM solutions. It provides all the management, security and control
capabilities required from an end-to-end managed service. These include:
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 IM 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 aredefined. This planning and preparation activity accelerates the time needed totransition IM solutions to the cloud. Cloud Managed Services also facilitates theprocess of integrating customer, supplier and trading partner systems with the
IM implementation.
Cloud operations
Cloud Managed Services handles the day-to-day management of every aspect ofIM implementations. A global team of cloud service managers, customer success,customer support, cloud operations and managed services professionals work
tirelessly to deliver an exceptional customer experience. Highly skilled operations
teams manage all infrastructure and operations elements, including platform,
application, system, security, performance, availability and capacity management.
9

OpenText delivers Cloud Managed Services following a rigorous set of security
protocols that govern the operation of and access to each data center’s physicalpremises. Each CMS data center is designed to provide multiple levels of redundancy,
while supporting applicable security and compliance standards. Physical access todata center sites is carefully controlled by onsite security personnel.
One of the key reasons that customers use OpenText solutions is robust
governance and compliance support. This is backed by strong data encryption
support, available both at rest and in transit. OpenText maintains a strong relationshipwith a market-leading root certificate authority to enable the provisioning of security
certificates to customers as needed.
SupportExtending beyond the incident response capabilities of OpenText’s 24x7 global
support team, Cloud 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 IM managed service
expertise with the organization’s understanding of its business and processes.
Business solution services
As a cloud managed service provider for information management, OpenText is
unique in its direct connection to the product development teams that build theapplications managed in the cloud. The Cloud Managed Services team responsible
for monitoring and tuning customer environments has years of experience working
with these products—not only as application administrators but as customer support
technicians, trainers and IM solution consultants.
No other managed service provider brings this level of product knowledge anddepth of connection to the engineers responsible for developing the clouddeployed 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 isthe primary contact for all aspects of the cloud managed service and a main contact
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 withbusiness priorities, providing monthly service reporting, general process or service
queries, and acting as an escalation point when needed.
In most cases, organizations engage with Cloud Managed Services to deliver all fiveof these solution components—onboarding, operations, support, business solution
services and service management—in a comprehensive, single managed service that
addresses the full scope of their IM requirements.

10Unlock the Power of Information with Cloud Managed Services

Figure 4:

OperateApplication
Administration
Change &ReleaseManagement

Customer Reporting

Product-Level
Support

DeploySoftware
Currency

The complete, end-to-end Managed
Services solution

Security

Cloud
ManagedServices

Onboarding

Service
Management

Customer Success
Services
Customizations& Integrations
SupportFlexible Deployment
Options

NonStandard
ServiceRequests

Run/Operate

EvolveDetailed components of CMS
These are the key characteristics that define OpenText Cloud Managed Services andmake it the best option to deliver an organization’s IM solution as a managed service:
Security
The OpenText Global Information Security Policy (GISP) provides a single, consistentglobal security policy that is based on the ISO 27001 standard. This policy covers all
relevant security and compliance controls that underpin Cloud Managed Services.
Certifications
Cloud 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. Many of our cloud services are
externally audited against industry recognized standards, and our solutions assist ourcustomers with their own certifications (e.g., ISO 27001, SOC2 Type II, HIPAA, FDA 21
CFR Part 11, FINRA [Financial Industry Regulatory Authority], etc.).
ITIL processes
Cloud Managed Services uses a comprehensive and integrated set of Information
Technology Infrastructure Library (ITIL) based tools and practices to help provision,
run and monitor customer environments in the OpenText Cloud. This includes
application monitoring, cloud automation and orchestration, service management andconfiguration management.

11

Availability and recovery
Customer IM solutions deployed under Cloud Managed Services are designed withmultiple levels of redundancy and failover. This cloud infrastructure is optimized forbusiness continuity and recovery. Every server, network device and storage unit isfully 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 forservice restoration and data recovery in case of a disaster.

Adopting Cloud Managed Services
As with IM implementations, no two managed services deployments are the same.
Each organization engaged in moving IM to the cloud has specific business goals andneeds that determine the service definition that is right for them. OpenText Cloud
Managed Services supports two distinct service tiers:
Standard
The Standard delivery model includes the full suite of basic cloud managed services togain the best value from IM capabilities at a very competitive price.
Premium
The Premium delivery model offers a high degree of customization to create a
flexible and tailored solution. Supporting the most complex IM implementations
and integrations, this model delivers best-in-class performance for key enterprisestrength features, such as continuity, availability and security.

Standard CMS

Premium CMS

Essentials included:Services available:
OptionNamed Technical Lead

OptionAdmin Assistance

OptionHigh availability

OptionEnhanced DR

OptionTailored service delivery model

OptionRequest management

Data Refresh

OptionChange management

Customization coverOptionOnboarding management

Management

Service management

Availability management

Operations

Software currency
Security management

12

Cloud Managed Services:
Delivery models

Named Delivery Manager

Digital Welcome Kit
Management

Figure 5:

Operations

Personalization

Integration coverOption

3rd party product coverOptionPerformance / load testing

OptionUnlock the Power of Information with Cloud Managed Services

Flexible deployment options
Regardless of service tier, an organization must choose the underlying technology thatenables the cloud managed service that best aligns with its business needs. OpenText
offers flexible cloud options, so customers have the power to choose how theyprotect, manage and leverage their information.
OpenText Cloud
Cloud Managed Services provides end-to-end service, covering every aspect ofmanaging and maintaining IM applications residing on the OpenText Cloud. As the
OpenText Cloud has been designed specifically for OpenText IM solutions, the private
cloud deployment option provides maximum flexibility to optimize and tune the IM
environment. It enables every aspect of IM capabilities to be covered by the single SLA
commitment from OpenText.
OpenText Cloud partners
Strategic partnerships with Google Cloud Platform, Amazon Web Services andMicrosoft Azure enable OpenText to match business needs with flexible deployment
options that allow customers to:•

Leverage the global scalability of leading cloud providers•

Simplify the journey to the cloud with a single vendor, full-stack approach•

Access OpenText’s extensive business solution and cloud expertise

Customers can benefit from the combination of product and cloud expertise from theleader in information management, and the benefits of IaaS from the world’s largest
cloud infrastructure providers.
Hybrid cloudIn hybrid cloud deployment, different components of IM systems reside indifferent locations.
Most organizations move to a hybrid deployment when they must retain sensitive dataon-premises but want to take advantage of the scalability and performance of thecloud to outsource application workload management.
OpenText offers Cloud 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.

13

OpenText
Private Cloud

OpenText
Cloud Partners

CE + CMS

CE + CMS

Rely on OpenText to manage
your IM applications for you in
our data centers.

Get the benefits of private cloud
managed services in the CSP of
your choice.

Applications & IaaS managed by
OpenText experts.
Reduce costs, improve agility
and drive innovation.

Applications & IaaS managed by
OpenText experts.
Value added by cloud partners’
benefits and programs.

Managed by OpenText

Single SLA.

Managed by OpenText

Single SLA.

Transitioning to the cloud with Cloud Managed Services
Making the transition to the cloud with Cloud Managed Services gives organizations
immediate access to the benefits of an expert managed service, on cloudinfrastructure that has been optimized to enable reliable and high-performance accessto an IM solution.
There are varied paths available to follow in moving to the cloud. Each organizationmust select the transition that best suits its business. Cloud Managed Services
supports these transition models:Move and modernize
Moving off cloud (on-premises) systems to the cloud as-is can yield benefits due toexpert operations and reduced operational costs from Cloud Managed Services.
However, significant further business value can be realized by modernizing the system
to the latest product release, leveraging new functionality and cloud platform aligned
capabilities (i.e. containerization) of the contemporary platform.
In a single process executed by a platform vendor’s experts, simultaneously
upgrade—multiple version levels if required—and move the entire system to the cloud.
This approach is the fastest, has the lowest project and IM risk, and the highest
business benefit.

14

Figure 6:

OpenText Private Cloud andCloud Partners

Unlock the Power of Information with Cloud Managed Services

Move to rehost
Also referred to as ‘lift and shift’, this model migrates existing applications and datafrom the current on-premises or self-managed deployment to the cloud service ina single move. The major benefit of this approach is that the system is ready to golive as soon as the migration is complete, shortening the time to value. However, as
application portfolios grow and data volumes explode, it becomes more challenging,
and risks increase. Also, value is limited to the cloud managed service, and theplatform has not been upgraded in the process, so benefits of modernizing to acontemporary platform cannot be realized until an upgrade is performed.
Cloud augmentation approach
In this scenario, customer data is not necessarily migrated from the on-premises
or self-managed implementation. Instead, business content is managed in place aspart of a hybrid deployment, integrating new cloud services with existing systems.
In this model, connectors are established between the on-premises/self-managed
application and data store and cloud services to enable the smooth flow of data
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, Cloud 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.

The importance of a trusted partner
The best cloud service providers will help deliver tangible business benefits fromtechnology investments. The provider must have a deep understanding of anorganization’s business priorities and technical environment. There must be openness,transparency and trust on both sides. It is a natural fit for organizations to enter amanaged services relationship with their software solutions provider. The provider’sexisting and deep knowledge of information management applications delivers
an advantage.
A trusted partner must also be able to deliver the expertise, people, infrastructureand scale to accommodate IM requirements on a global basis.
OpenText Cloud Managed Services is perhaps the only cloud managed service
to meet these criteria. It delivers the assurance of working with a global leader in
information management and provides access to a large talent pool with a rangeof skills—including industry and technology expertise, professional services andoperational support.
Cloud Managed Services is always deployed in a partnership model, with a Service
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.
The right one will work closely with you to create a customized package that meets
your specific business, financial and contractual needs—for continued success andphenomenal growth.

15

Information-Led Transformations

OpenText: An unrivalled IM resource

OpenText is a leader and innovator in information management. We see our
excellence as evident across each of our five clouds.

A LeaderMaster Modern Work

Forrester Wave™:
Content Platforms, Q2 20214

A LeaderDigitize the Supply Chain

IDC MarketScape:
IDC MarketScape: Worldwide Multi-Enterprise Supply
Chain Commerce Networks, 20215

A LeaderPower Modern Experiences

IDC MarketScape:Worldwide Customer Communications Management, 20206

Be Cyber Resilient

PC Editors’ Choice PCMag:
The Best Antivirus Protection for 20227

Market Leader

Market Innovator

Zero to 25 APIs over last two years

Our solutions empower digital businesses to be more intelligent, secure andconnected, so they can accelerate growth and thrive through disruption. We deliver
best-in-class solutions at scale across public cloud and private cloud, and offer deep
integrations with core business applications.
No other organization has the level of information management skills or
experience that OpenText offers:•

Nearly 30 years of delivering mission-critical IM solutions•

More than 90,000 enterprise customers and 8.7 million SMB customers•

More than 44,000 cloud customers worldwide•

More than 6,000 certified information management services professionals•

More than 3,000 IM managed services customers worldwide•

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 anextension of the customer management team•

Four global network operating centers and 50 data centers•24x7 global support across four continents

16

Figure 7:
OpenText: Partner with a Leader

Unlock the Power of Information with Cloud Managed Services

Customer successes
OpenText has helped more than 3,000 organizations modernize their information
management infrastructure with Cloud Managed Services. This digital pivot has helped
companies improve business processes, boost productivity and pave the way for
future-proof solutions that will evolve as the business grows.
Here are a few stories from the many customers that have chosen OpenText Cloud andCloud Managed Services as their new operating model.

Close Brothers Asset Finance and Leasing offers lending, deposit taking, wealthmanagement services and securities trading. The company recently decided towork with OpenText to provide strategic content and customer communications
management solutions to support its digital transformation initiatives. Close
Brothers chose to deploy their IM solutions in the OpenText Cloud, supported
by Cloud Managed Services. According to the company’s Commercial Director,“The cloud-based OpenText content management platform will span ourenterprise and deliver critical capabilities that will help improve experiences forour customers securely and efficiently.”
Read the full story here.

Neptune Energy is an independent oil and gas exploration and production (E&P)
company, with a regional focus on the North Sea, North Africa and Southeast
Asia. Neptune Energy required a solution that would improve efficiency, manage
access rights and secure its document legacy.
Neptune initially implemented OpenText Content Suite Platform on-premises
to modernize and streamline their document handling practices, but pivoted
to a cloud deployment. As the Corporate Document Manager at Neptune
describes, the pivot allowed the organization to more easily “benefit from thecontinuous innovation that OpenText provides. This enabled us to benefit froma fully managed solution, relieving the pressure on our own internal resources
and infrastructure, reducing our costs, (which were growing), further improving
efficiency and providing a demonstrable, robust disaster recovery capability.”
Read the full story here.
17

CBM is an international Christian development organization, committed to
improving the quality of life for people with disabilities in low-income countries
around the world. CBM chose OpenText’s solutions to help it automate the way it
responds to the hundreds of donations it receives daily, while ensuring that each
communication is customized to the donor and the donation made.
The organization’s commitment to a cloud-based approach has delivered
benefits that include lower costs and lower downtime. CBM’s Head of IT explains,“The benefits from moving to the OpenText Experience Cloud include muchhigher availability than if we were operating it on our own and the lower operating
costs connected to that. To have support 24 hours, seven days a week—I can’t
offer that with a small team of 15 people, doing all their other stuff around theworld. System downtime is very expensive for CBM. That was a crucial reason forgoing with the cloud.”
Read the full story here.

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Unlock the Power of Information with Cloud Managed Services

What’s the next step?
Information management is the key to gaining the information advantage. When abusiness leverages its information to its fullest potential, the organization accesses
new insights, is better able to deliver new solutions and sets itself apart from its
competitors. Information management also helps companies produce the rich andengaging experiences that customers demand, digitize supply chains for greater
agility and sustainability, and provide simple, secure access to information for
employees and partners, from anywhere.
However, optimizing on-premises IM capabilities is increasingly costly and challenging.
To achieve new capabilities, organizations must work with a technology partner who isa leader in the market. One who will not only meet a company’s requirements, but help
accelerate its digital transformation.
Built on the OpenText Cloud and extending into public cloud and hybrid architectures,
Cloud Managed Services is the only cloud managed service specificallydesigned and optimized for IM and run by the world’s largest information
management company.
OpenText can help unlock the agility and innovation that lies within your businessthrough a smooth and rapid transition to an IM managed service. Find out more here,
or connect with one of our experts today.

19Endnotes” Gartner Forecast Analysis: Cloud Managed Services, Worldwide,”
Brandon Medford and Colleen Graham, October 11, 2021.
GARTNER is a registered trademark and service mark of Gartner, Inc.
and/or its affiliates in the U.S. and internationally and is used hereinwith permission. All rights reserved.

1

I bid.

2” Service Overview: OpenText Cloud Managed Services,” OpenText,
2021, https://www.opentext.com/file_source/OpenText/en_US/PDF/
opentext-sro-opentext-cloud-managed-services-en.pdf (accessed
April 2022).

3“ OpenText named a Leader in The Forrester WaveTM: Content
Platforms, Q2 2021,” OpenText, June 2021, https://www.opentext.
com/info/ecm/forrester-wave (accessed April 2022).

4“ OpenText Named a Leader in IDC MarketScape for Multi-Enterprise
Supply Chain Commerce Network for Second Consecutive Report,”
OpenText, October 20, 2021, https://www.opentext.com/about/pressreleases?id=7060223ABCD549B4BEDFC41C6D7A85C2 (accessed
April 2022).

5

6

”OpenText named a Leader in IDC MarketScape for Customer
Communications Management,” OpenText May 7, 2020, https://www.
opentext.com/about/press-releases?id=1A6D2173CF3B49A999F711
981A6A6076 (accessed April 2022).

” The Best Antivirus Protection for 2022,” PCMag, April 7, 2022,
https://www.pcmag.com/picks/the-best-antivirus-protection?test_
uuid=06r4MYCu5PZzCkufjQSV3po&test_variant=a (accessed April
2022).

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Unlock the Power of Information with Cloud Managed Services

Cautionary Note Regarding Forward-Looking Statements
Certain statements in this presentation, including statements about the focus of Open Text Corporation (“OpenText” or “the Company”)
on growth, initiatives, the impact of COVID-19, anticipated benefits of our partnerships and next generation product lines, thestrength of our operating framework and balance sheet flexibility, continued investments in innovation, go-to-market and strategicacquisitions, our capital allocation strategy, creating value through investments in broader information management (IM) capabilities,
the Company’s presence in the cloud and in growth markets, expected growth in our revenue lines, total growth from acquisitions,innovation and organic initiatives, improving operational efficiency, its financial condition, scaling OpenText to new levels, and othermatters, which may contain words such as “anticipates”, “expects”, “intends”, “plans”, “believes”, “seeks”, “estimates”, “may”, “could”,“would”, “might”, “will” and variations of these words or similar expressions are considered forward-looking statements or information
under applicable securities laws. In addition, any information or statements that refer to expectations, beliefs, plans, projections,objectives, performance or other characterizations of future events or circumstances, including any underlying assumptions, areforward-looking, and based on our current expectations, forecasts and projections about the operating environment, economies andmarkets in which we operate. Forward-looking statements reflect our current estimates, beliefs and assumptions, which are based on
management’s perception of historic trends, current conditions and expected future developments, as well as other factors it believes
are appropriate in the circumstances, such as certain assumptions about the economy, as well as market, financial and operational
assumptions. Management’s estimates, beliefs and assumptions are inherently subject to significant business, economic, competitive
and other uncertainties and contingencies regarding future events and, as such, are subject to change. We can give no assurance thatsuch estimates, beliefs and assumptions will prove to be correct. Such forward-looking statements involve known and unknown risks,
uncertainties and other factors and assumptions that may cause the actual results, performance or achievements to differ materially.
For additional information with respect to risks and other factors which could occur, see the Company’s Annual Report on Form 10-K,
Quarterly Reports on Form 10-Q and other securities filings with the Securities and Exchange Commission (SEC) and other securities
regulators. Readers are cautioned not to place undue reliance upon any such forward-looking statements, which speak only as of thedate made. Unless otherwise required by applicable securities laws, the Company disclaims any intention or obligation to update orrevise any forward-looking statements, whether as a result of new information, future events or otherwise.

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Unlock the Power of Information with Cloud Managed Services

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

Connect with us
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Email: sales@opentext.com
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brands and service names mentioned herein are property of Open Text. All rights reserved. For more information, visit: http://www.opentext.com/2/global/site-copyright.html