Workload Management–Scope
This page details the scope of what is and isn’t included in the Workload Management service module, that is provided as part of SoftwareOne’s Cloud Managed Services – Premium service.
Enhanced Security Management
Inclusions | In scope | Out of scope |
Configure and manage Security Standards (e.g. CIS, ISO) | ✔️ | |
Configure and manage Security Policies | ✔️ | |
Configure and manage Identity Access Management | ✔️ | |
Configure and manage Vulnerability Management | ✔️ | |
Configure and manage Intelligent Threat Detection | ✔️ | |
Configure and manage Single Sign-on | ✔️ | |
Configure and manage Web Application Firewall | ✔️ | |
Configure and manage Cloud Active Directory and connectors | ✔️ | |
Third-party Identity Access Management applications | ✔️ | |
End-user Active Directory support | ✔️ |
Operating System Management
Inclusions | In scope | Out of scope |
Automated and Patching | ✔️ | |
Manual Patching | ✔️ | |
Modifications to Machine Image or user data based on customer requirements or SoftwareOne best practices | ✔️ | |
Monitor and administer in-scope Operations Agents on the OS | ✔️ | |
Management of Active Directory connection | ✔️ | |
Run scripts not written by SoftwareOne | ✔️ | |
Manual installations of software on the instance | ✔️ | |
Monitor and support 3rd party applications or middleware | ✔️ | |
End-user Active Directory support | ✔️ | |
Troubleshoot scripts not written by SoftwareOne | ✔️ |
Container Management
Inclusions | In scope | Out of scope |
Create and manage containers | ✔️ | |
Create and manage clusters and associated services | ✔️ | |
Create and manage repositories | ✔️ | |
Create and manage task definition template | ✔️ | |
Develop and add images to container repository |
| ✔️ |
Troubleshoot issues with services and pods |
| ✔️ |
Troubleshoot manifest created by the customer | ✔️ | |
Troubleshoot issues with images | ✔️ | |
Manage Kubernetes resources not associated with Cloud infrastructure (pods, deployments, config maps, etc.) | ✔️ |
Network Management
Inclusions | In scope | Out of scope |
Monitor and administer all Cloud native network services | ✔️ | |
Non-Cloud native network services, 3rd party application not official supported by Cloud Provider and client side network configurations |
| ✔️ |
Database Management
Inclusions | In scope | Out of scope |
Monitor and administer PaaS databases | ✔️ | |
Modify PaaS database parameters | ✔️ | |
Backup and restore of entire PaaS database | ✔️ | |
Monitor and administer database/cluster on VMs (requires support agreement with DB vendor) | ✔️ | |
DML operations (select, insert, update, delete, etc.) |
| ✔️ |
DDL operations (alter, create, drop, etc.) |
| ✔️ |
Re-indexing | ✔️ | |
Tuning and optimisation | ✔️ | |
Performance testing | ✔️ |
Virtual Desktop Management
Inclusions | In scope | Out of scope |
Configure Virtual Desktop Environment, Active Directory connector, create image and bundle from customer configured VDI | ✔️ | |
Troubleshoot access issues | ✔️ | |
Configure applications or troubleshoot application issues | ✔️ | |
End-user Support | ✔️ |
Monitoring Management
Inclusions | In scope | Out of scope |
Creatе and managе standard monitoring thresholds and dashboards | ✔️ | |
Create and managе custom monitoring thresholds and dashboards | ✔️ | |
Receive and handle application alarms, support third-party monitoring systems | ✔️ |
Anti-Virus Management
Inclusions | In scope | Out of scope |
Install and manage AV of your choice with default configuration (requires vendor support agreement) | ✔️ | |
Applying changes to AV configuration via IaC as advised by vendor | ✔️ | |
Manual changes to AV agent configuration | ✔️ | |
Troubleshoot AV agent issues | ✔️ |
Backup and Storage Management
Inclusions | In scope | Out of scope |
Configure and manage Backup | ✔️ | |
Perform manual and automated backup and restore | ✔️ | |
Configure and manage backup storage | ✔️ |
|
Configure custom and third-party backup solutions | ✔️ | |
Create and execute Disaster recovery plans and projects | ✔️ |
Applications and Middleware Management
Inclusions | In scope | Out of scope |
Install or upgrade via Machine Image based on exact commands provided by the customer | ✔️ | |
Troubleshoot installation or operation issues | ✔️ | |
Troubleshoot corrupt Machine Image coming from the Cloud Marketplace | ✔️ | |
Apply configuration changes | ✔️ |