Cloud Service Manager

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

• Cloud service management terminology, definitions, and concepts
• Basic terminology related to cloud service management
• Analyze an organization's strategic assets and capabilities to successfully design, deploy, and run cloud services
• Important roles involved in cloud service management
• Relationship between cloud provider and cloud consumer
• Potential risks and benefits of adopting a cloud strategy
• Produce an initial cloud adoption strategy
• Illustrate the benefits and drive the adoption of cloud-based services within an organization
• Identify strategies to reduce risk and remove issues associated with the adoption of cloud computing and cloud-based services
• Analyze the impact of demand and how to "right-size" cloud services at the design stage
• What a cloud marketplace is and differentiate between the consumer's and provider's perspective of a cloud marketplace
• Effective demand management across cloud-based service models
• Benefits, risks and issues of DevOps within an IT organization
• Appropriate structures for designing, deploying, and running cloud-based services within traditional IT organizations
• Various pricing models for cloud services
• Challenges with purchasing cloud-based services
• A hybrid IT cost model
• key governance requirements of cloud service provision
• cloud service management principles into ICT operations and IT service management
• link cloud value back to IT strategy
• IT frameworks and standards
• Complexities involved in designing, deploying, and running cloud services
• Compare and contrast cloud service management with traditional IT service management in the existing IT organization

• 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