Cloud Service Manager

  • IT managers
  • CIOs
  • Service managers (with or without an ITIL background)
  • Service management professionals
  • Cloud strategy and management consultants
  • Service architects, technical pre-sales consultants
  • IT professionals

Please contact us for information about prerequisites.

Expected Duration
3 day


In an increasingly interconnected and complex IT environment, IT management is under pressure to deliver more agile IT services and adapt to change. Organizations are adopting strategies that include cloud computing in order to meet these challenges and offer repeatable, flexible and scalable services. Service management professionals are challenged to help organizations optimally ensure measurable service delivery and management in cloud environments.This course enables you to design and deliver cloud services.

The course materials include comprehensive reference materials that help you continue the educational experience after the course. This course prepares you for the Professional Cloud Service Manager (PCSM) exam provided by the Cloud Credential Council. The Cloud Service Manager course is endorsed, recognized and supported by several key technology vendors and Standards bodies.


1. Suppliers, Brokers, and Carrier Management

  • Critical impacts of cloud computing on the service management role
  • Consequences of multi-tenancy models on service provision

2. Cloud Service Strategy

  • Subscription models and other unique financial features of cloud computing
  • Impact of incorporating cloud elements into a mixed-enterprise service portfolio

3. Federated Cloud Service Desk

  • The impact for consumer, provider and intermediary of operating a cloud service desk as part of a multi-layered end-to-end support function
  • Impacts of federated cloud service desk management as it applies to SaaS, PaaS and IaaS deployment models

4. Cloud Asset Transition Management

  • Key stages of the cloud asset management life cycle
  • Sage patterns of assets in a given scenario

5. Cloud Ecosystem Management

  • Examine cloud computing as part of the wider global landscape so that you can incorporate the wider ecosystem perspective in your role
  • Explains the wider impact of cloud computing models on global business and IT
  • Governance requirements of service provision in a cloud environment (data, policy and purchasing)

6. Service Design, Project Management, Provisioning, Assurance, Reporting, Redefinition and Retirement, Capacity Planning, Deployment, and Chargeback

  • Project management principles to managing virtualization of applications
  • Service management process lifecycle stages with example scenarios
  • Service delivery responses and strategies

7. Cloud Tiers and Service Management Availability

  • Availability tiers for the main defined cloud environments
  • Maintenance strategies for multi-tenancy clouds that are appropriate to multiple levels of service provision

8. Distributed and Federated SLA

  • Key features of provider relationship management with different types of cloud SLAs
  • Service strategies across a distributed cloud scenario to ensure consistent provision in accordance to SLAs

9. Cost of Quality, Acquistion, Transition, and Operation in Cloud

  • Cost in a service transition and transformation situations
  • Priorities at the key stages of the transition and transformation processes



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