Professional Cloud Service Manager

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SERVICE MANAGER 2

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

The PCSM certification provides a hands-on, practical approach to understanding how cloud computing and cloud-based services impact IT operations, and how to adapt existing processes to deliver better services. The certification takes cloud induced factors and existing best practices, including ITIL®, into account to bridge service management gaps in cloud adoption.

This is the first comprehensive cloud certification for IT service management.

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Syllabus

There are no prerequisites. It is recommended that participants have achieved the Cloud Technology Associate certification (or its equivalent) and that participants are conversant in cloud concepts and vocabulary. Participants further benefit from a strong background in IT service management, who have completed one or more ITIL certifications or who have practical experience in IT service management best-practices.

● History of Cloud Computing
● Basics of Cloud Service Management
● Service Perspectives
● Relationship with IT Service Management (ITSM)
● Cloud Service and Support Models

The topics and areas covered in this module include:
● Cloud Management Roles
● Service Management Roles
● Organizational Roles

The topics and areas covered in this module include:
● Cloud Strategy Fundamentals
● Key Drivers for Adoption
● Risk Management Overview

The topics and areas covered in this module include:
● Basics of Cloud Service Design
● Dealing with Legacy Systems, Services and Applications
● Benchmarking of Cloud Services
● Cloud Service Capability Planning
● Cloud Service Deployment and On-boarding
● The Cloud Store

The topics and areas covered in this module include:
● Cloud Service Management Perspective
● Cloud Service Level Management and Service Assurance
● DevOps in a hybrid IT and Cloud Computing Environment
● Managing Cloud Service Configurations
● Change Management for Cloud Computing Environments
● Reacting to Demand for Cloud Services

The topics and areas covered in this module include:
● Pricing Models for Cloud Services
● Procurement of Cloud Based Services
● Cloud Service Charging
● Cloud Cost Model

The topics and areas covered in this module include:
● Basic Governance Definitions
● Cloud Governance Framework
● Cloud Governance Considerations

The topics and areas covered in this module include:
● Understanding the Value of Cloud Services
● Linking the Value of Cloud Services to Strategy
● Measuring the Value of Cloud Services

Exam Format: Closed-book
Questions: 25 Scenario based, complex multiple choice
Passing Score: 65%
Exam Duration: 75 minutes
Proctoring: Live/Webcam

For more information about CCC exams please contact EXIN, the official exam institute of the CCC.

More Information

All CCC course materials must follow the certification syllabi and be accredited. Organizations offering CCC training are also accredited, as are the instructors leading the courses.

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Marc-o-loughin

About the Author

Mark O’Loughlin is an IT Service Management Principal, Service Architect, IT management consultant, author, speaker and trainer with extensive experience in IT service transformation supporting business change, service transition, service design, and value creation.

Mark is also the founder, Managing Director and Principal Consultant of Red Circle Strategies, specialising in cloud and service management consulting. Mark is a recognised industry leader in the field of service management and cloud computing, is a former director at itSMF Ireland and was one of the first people to be globally awarded the ITIL® Master accreditation. As a director at the Cloud Credential Council, Mark is actively involved in creating and promoting best-practice for cloud computing and service management.

Mark is the Lead Author and Architect of the Professional Cloud Service Management course and certificate for the Cloud Credential Council.