Outline of TP2433 Professional Cloud Service Manager Training
Module 1. Course Introduction
The aim of this module is to explore the course, topics and timetable at a high level and position the three days of learning with the participants.
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 (CCC) Cloud Service Manager (CSM) exam.
- Meet participants and instructor
- Course Overview
- Course Agenda
- Introduce case study, activities and course book
Module 2. Cloud Service Strategy
The aim of this module is to introduce the fundamental cloud computing model and its characteristics to the
Cloud computing and cloud based services are not new technology. Cloud principles go as far back as mainframes circa the 1950’s and 1960’s. The current cloud computing model is composed of five essential characteristics, three service models, and four deployment models. Various IT Service Management and cloud computing definitions exist and need careful examination. The basics of cloud computing and how it
should be considered from a provider and consumer view requires detailed exploration. Participants should be able to define the five essential characteristics, the three service models and the four deployment models of cloud computing. Understanding the three service perspectives of the consumer, business and IT are critical to the adoption of cloud computing and cloud based services.
- History of Cloud Computing
- Basics of Cloud Service Management
- Service Perspectives
- Relationship with IT Service Management (ITSM)
- Cloud Service and Support Models
Module 3. Cloud Service Management Roles
The aim of this module is to introduce a number of important roles involved in the design, management and operation of IT and cloud based services and cloud computing.
This course is the first time where the cross-over between service management, the organization and cloud computing and cloud service management is documented, detailed, explained in depth and examined. Over thirty roles are presented, defined and described in an end-to-end role mode that is unique to this course.
Sources of roles covered throughout this course include; traditional roles in IT, roles within the organization, and new and emerging roles in the cloud computing space. Understanding the relationship between all roles discussed and how they interact is a key requirement for successfully managing cloud computing environments and cloud based services.
- Cloud Management Roles
- Service Management Roles
- Organizational Roles
Module 4. Cloud Service Strategy
The aim of this module is to explore the fundamentals of cloud strategy, define a cloud policy and understand the key drivers for adopting cloud computing and cloud based services.
Cloud strategy and policy formulation are basic yet important aspects to get right when adopting cloud computing and cloud based services. Creating a cloud adoption strategy is invaluable to organizations that do not know where to start when it comes to adopting and strategizing for the cloud. Key drivers for adoption need to be identified and understood how to be used, which can help make the business case for cloud
adoption. Securing financial commitment is a key element of a cloud computing adoption strategy. Cloud service providers, customers and certain consumers will need to know and understanding the risks involved in using cloud computing and produce relevant risk mitigation strategies using a risk management cycle.
- Cloud Strategy Fundamentals
- Key Drivers for Adoption
- Risk Management Overview
Module 5. Cloud Service Design, Deployment and Migration
The aim of this module is to explore the service management and end-to-end service design aspects of cloud computing and cloud based services as opposed to the technical design.
It is important to identify options for dealing with legacy systems in a hybrid cloud environment. Difficulties in benchmarking need to be understood and rationalized. Appropriate methods for the design, deployment and migration of cloud computing and cloud based services are vital for the success of those services.
Capacity planning plays an important role in cloud computing and is directly linked to demand management.
Automation speeds up deployment of cloud computing services and include cloud service deployment and on-boarding, sometimes using cloud service orchestration.
The cloud marketplace also referred to as the cloud store or app store, is becoming more and more relevant in the selling and consuming of cloud based services.
Technical aspects of cloud service design, deployment and migration are covered in the following courses also available from the Cloud Credential Council:
- Professional Cloud Solutions Architecture (PCSA)
- Professional Cloud Developer (PCD)
- 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
Module 6. Cloud Service Management
The aim of this module is to take an in-depth exploration of the operational delivery and management of cloud computing and cloud based services. This information is specific to this course and is not currently available in a single central body of knowledge outside of this course. This module does not cover generic details about all ITIL processes or best-practices. Instead, this module focuses in on how to adapt key processes to successfully manage cloud computing and cloud based services in an ITSM environment.
Attendees wishing to know more about ITIL® best-practices may take the appropriate ITIL course.
It is to be expected that many organizations already have established some form of IT Service Management (ITSM) and operational processes. It is imperative that organizations look to interface with existing structures and adapt their existing processes and procedures to manage cloud computing and cloud-based services. A key tenant is to reuse current best-practices where possible and adapt and change specific elements
required to design, build, manage and retire cloud computing and cloud based services.
Service assurance is a pivotal requirement from customers and consumers of cloud computing and cloud based services and relies on adequate service level management structures. End-to-end service levels and the issues introduced by cloud computing and cloud based services are to be understood. Understanding what DevOps is, and how DevOps works and succeeds in a Hybrid IT environment is a very important aspect of cloud service management. Managing IT configurations and change management in a Hybrid IT environment requires extra special attention and care to get the right outcomes and yield the appropriate results.
Cloud computing brings forth a new and adaptive approach to scaling IT services up and down to meet demand. It also adds complexities so organizations need to ensure they can take advantage of quicker scalability of IT services.
- 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
Module 7. Cloud Service Economics
The aim of this module is to present six different static and dynamic pricing models, not accessible during pre-cloud era, where everybody was focused on licensing the solution and charging for maintenance, implementation and integration services. The procurement and charging of cloud services are reviewed and a cloud cost model applicable to a Hybrid IT environment is introduced.
Various pricing models exist and are applicable when purchasing cloud computing and cloud based services.
Consumer and end-users alike need to understand the challenges faced in the procurement of cloud computing and cloud based services. It is important to know of a number of different ways for dealing with the shift from CAPEX (capital expenditure) to OPEX (operational expenditure). This includes managing and changing the attitudes and behaviours of people both inside and outside of the IT organization. Charging for cloud computing and cloud based services is different than for traditional IT. Therefore cloud service consumers and providers alike need to know and understand the following cost models:
- Traditional Cost Model
- Cloud Service Cost Model
- Hybrid IT Cost Model
- Pricing Models for Cloud Services
- Procurement of Cloud Based Services
- Cloud Service Charging
Module 8. Cloud Service Governance
This module aims to define, discuss and model corporate governance, governance of IT and governance of cloud computing and cloud based services under a prescribed framework.
Cloud service providers need to examine their current understanding of governance and recognise that governance is fundamentally different to management. This is a very important distinction to make. Cloud service providers need to work under a defined governance framework as well as structures for influencing and defining governance for cloud computing and cloud based services, within an IT and corporate environment.
Understanding the risks that apply to both the provider and consumer in using cloud computing and cloud based services will help shape policy and governance decisions. Additional technical governance, compliance and controls need to be identified, understood, introduced and controlled including activities for establishing cloud governance.
- Basic Governance Definitions
- Cloud Governance Framework
- Cloud Governance Considerations
Module 9. Showing the Value of Cloud Services to the Business
This module aims to look at the value of cloud services and also asks a very important question; Why is it so difficult for IT to show the value that IT delivers back to the business?
IT needs to show the organization, its customers and consumers that IT is a strategic enabler and provides value within the organization. One key aspect of this is to link the value of cloud computing and cloud based services to the IT and corporate strategy. Strategy value mapping should be examined and a strategy mapping value hierarchy created, understood and used.
Measuring the value of cloud computing and cloud based services is vital to report on the successful delivery of cloud computing and cloud based services. In addition it is no vital to report if value for money is being achieved and is customer confidence and loyalty being maintained. A balanced scorecard approach is one method for showing the true value of IT in a Hybrid IT environment. Such an approach shows IT strategy linked to business strategy which also delivers and measures business success.
A concise set of cloud computing measurements for IaaS, PaaS and SaaS should be defined, for each service model in use. These measurements are used to measure the value of cloud computing and cloud based services holistically, end-to-end. The IT organizations should aim to create a holistic reporting structure to show the value of IT, cloud computing and cloud based services within a balanced scorecard approach.
- Understanding the Value of Cloud Services
- Linking the Value of Cloud Services to Strategy
- Measuring the Value of Cloud Services
Module 10. Popular Service Management Frameworks
This module aims to provide information on numerous cloud computing, IT Service Management and governance frameworks, standards and best-practice references.
This module is not part of the syllabus and will not be examined. It is included as a bonus module to provide information on common IT frameworks and standards which students can take away and use for future reference.
- Best Practice Frameworks
- ISO Standards
- Governance Frameworks
- Cloud Standards