The purpose of this syllabus is to provide a clear statement of the knowledge and skills required by a professional cloud service manager. The Professional Cloud Service Manager course ensures that the participants acquire the required skill-set and knowledge to become certified Cloud Service Manager by passing the associated Cloud Credential Council Cloud Service Manager exam.
This course is an IT Service Management (ITSM) course specifically for managing cloud computing and cloud based services using a consistent and applicable approach. This course will explain the aspects of cloud service management which are not covered in traditional ITIL® best-practice and certifications. Furthermore, the course provides guidance to instructors on which areas must be emphasized to give candidates the best possible chance of exam success.
The information in this course applies to a hybrid IT environment which includes legacy IT, Traditional IT and Cloud Computing.
The modern version of Bloom’s taxonomy of learning is a widely used classification framework for course syllabi and assessments for certification. The taxonomy classifies learning into six ascending levels.
Level 1 – the Knowing Level: Exhibit memory of previously learned materials by recalling facts, terms, basic concepts and answers.
Level 2 – the Comprehension level: Demonstrative understanding of facts and ideas by organizing, comparing, translating, interpreting, giving descriptions, and stating main ideas.
Level 3 – the Application level: Using new knowledge. Solve problems to new situations by applying acquired knowledge, facts, techniques and rules in a different way.
Level 4 – the Analysis level: Examine and break information into parts by identifying motives or causes. Make inferences and find evidence to support generalizations.
Level 5 – the Evaluate level: Present and defend opinions by making judgments about information, validity of ideas or quality of work based on a set of criteria.
Level 6 – the Creation level: Compile information together in a different way by combining elements in a new pattern or proposing alternative solutions.
The level of this advanced course for the Professional Cloud Solution Architect role is level 3-4 (Apply, Analyze).
Module 1. Course Introduction
Meet participants and instructor
Introduce case study, activities and course book
(L2) Summarizes the course content, structure, modules and case study.
Module 2. Cloud Service Management Fundamentals
History of Cloud Computing
Basics of Cloud Service Management
Relationship with IT Service Management (ITSM)
Cloud Service and Support Models
(L2) Describe fundamental concepts related to cloud service management.
(L2) Explain basic terminology related to cloud service management.
(L2) Explain the relationship between IT Service Management (ITSM) and cloud service management.
(L3) Discover how cloud computing is changing how IT is managed and delivered.
(L3) Illustrate the difference between the IT, Business and Consumer perspectives.
(L3)Show the consumer and provider relationship.
Module 3. Cloud Service Management Roles
Cloud Management Roles
Service Management Roles
(L1) Recall important roles involved in designing and running cloud services.
(L4) Identify and explain important roles involved in cloud service management.
(L3) Define cloud management roles and their main responsibilities.
(L4) Compare and contrast the differences between different cloud management roles.
(L4) Compare the relationship between cloud provider and cloud consumer.
(L3) Illustrate how cloud and traditional IT roles interrelate in the delivery of IT services.
Module 4. Cloud Service Strategy
Cloud Strategy Fundamentals
Key Drivers for Adoption
Risk Management Overview
(L3) Differentiate between potential risks and benefits of adopting a cloud strategy.
(L1) Select different approaches for recognizing the value of cloud services.
(L3) Compose a cloud strategy statement.
(L3) Explain stakeholder management techniques.
(L3) Produce an initial cloud adoption strategy.
Module 5. Cloud Service Design, Deployment and Migration
Basics of Cloud Service Design
Dealing with Legacy Systems, Services and Applications
Benchmarking of Cloud Services
Cloud Service Capability Planning
Cloud Service Deployment and Onboarding
The Cloud Store
(L2) Discuss important aspects of cloud service design.
(L3) Apply cloud service design techniques.
(L4) Analyze the impact of demand & how to right-size cloud services at the design stage.
(L2) Summarize key components required to deploy cloud services.
(L3) Select appropriate cloud deployment methods.
(L4) Outline the main stages of on-boarding cloud services.
(L2) Discuss the importance of transition planning before deployment of cloud services.
(L4) Outline what a cloud marketplace is.
(L4) Differentiate between the consumer and provider perspective of a cloud marketplace.
Module 6. Cloud Service Management
Cloud Service Management Perspective
Cloud Service Level Management & Service Assurance
Dev Op's In a Cloud Environment
Managing Cloud Service Configurations
Change Management for Cloud Computing Environments
Reacting to demand for Cloud Services
(L2) Discuss how service management principles apply to the running of cloud services.
(L4) Operate cloud services under various types of service level agreements & contracts.
(L2) Identify how cloud services can reduce unavailability of IT services.
(L4) Analyze effective demand management across cloud based service models.
(L2) Describe the basic concept of Devops.
(L3) Illustrate the benefits, risks and issues of Devops within an IT organization.
(L2) Discuss the reasons for and adaptive approach to change and configuration management.
(L3) Discover an alternative approach to change and configuration management applicable to cloud based services.
(L2) Discuss the importance and benefits of off-boarding or retiring cloud services.
(L3) Show methods for reducing unneeded cloud services in line with decreased demand.
(L3) Discover how to react to less demand for cloud services.
Module 7. Cloud Service Economics
Pricing Models for Cloud Services
Procurement of Cloud Based Services
Cloud Service Charging
(L2) Summarize key factors that contribute to the cost of cloud based services.
(L2) Discuss specific financial aspects and considerations applicable to cloud services.
(L4) Outline the various pricing models for cloud services.
(L4) Examine the challenges with purchasing cloud based services.
(L4) Discover how OPEX is replacing CAPEX and how to deal with this paradigm shift.
(L4) Analyze different cloud service charging methods.
(L4) Diagram a Hybrid IT cost model.
Module 8. Cloud Service Governance
Basic Governance Definitions
Cloud Governance Framework
Cloud Governance Considerations
(L2) Summarize the different governance layers applicable to IT and Cloud Service Management.
(L2) Recognize the importance applying governance to cloud based services and service delivery.
(L3) Discuss the difference management and governance.
(L3) Discover key governance requirements of cloud service provision.
(L4) Model a governance structure including governance of cloud computing and cloud based services.
(L3) Discover activities for establishing cloud governance.
(L2) Identify IT Governance, compliance and controls.
Module 9. Showing the Value of Cloud Services to the Business
Understanding the Value of Cloud Services
Linking the Value of Cloud Services to Strategy
Measuring the Value of Cloud Services
(L2) Identify the importance of showing the value gained from using cloud based services to the organization.
(L3) Choose between different methods for measuring the value of cloud computing and cloud services to the business.
(L3) Demonstrate how to link cloud value back to IT strategy.
(L2) Discuss how to influence business change to accept adoption of cloud services.
Module 10. Popular Service Management Frameworks
Best Practice Frameworks
Name a number of popular and relevant IT frameworks and standards.
Recall the purpose of the IT frameworks and standards.
Understand where to find additional information on each listed IT framework and standard.