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.
The Cloud Service Manager course enables participants to design and deliver cloud services. This training is delivered as a 3-day classroom program. The course provides a hands-on, practical approach to understanding how cloud computing and cloud-based services impacts operational processes, and how to adapt existing processes to deliver better services.
The Cloud Service Manager course prepares candidates for the Professional Cloud Service Manager (PCSM) exam provided by the
What is the CCC Professional Cloud Service Manager certification?
The Professional Cloud Service Manager (PCSM) certification from the
Why get certified?
CCC’s PCSM designation is a globally recognized certification for Service Management professionals. Being PCSM-certified showcases your service management experience in a cloud environment, relevant skills and knowledge, and demonstrates you are capable to manage the various stakeholders within the enterprise.
The Cloud Service Manager course will be of interest to:
There are no formal prerequisites. However, it is recommended that participants are conversant with cloud concepts and vocabulary.
Participants further benefit from a strong background in IT service management; who have one or more ITIL certifications or practical experience in applying ITIL and IT service management best practices.
About the Exam (taken on the afternoon of Day 3)
The Cloud Service Manager Certification is the most recognized and well-respected professional certification provided by the Cloud Credential Council (CCC). Professional certifications are awarded to candidates who have completed an approved certification-training program.
Information on recommended follow-on training courses, including approved technology certification, is available from the Cloud Credential website (
Exam Format: Paper or Web based, Closed Book
Question: 25 scenario-based questions
Pass score: 65%
Duration: 75 minutes. For non-native speakers an additional 15 minutes is available.
MODULE 1: Course Introduction
MODULE 2: Cloud Service Management Fundamentals
2.1 History of Cloud Computing
2.2 Basics of Cloud Service Management
2.3 Service Perspectives
2.4 Relationship with IT Service Management (ITSM)
2.5 Cloud Service and Support Models
MODULE 3: Cloud Service Management Roles
3.1 Cloud Management Roles
3.2 Service Management Roles
3.3 Organizational Roles
MODULE 4: Cloud Service Strategy
4.1 Cloud Strategy Fundamentals
4.2 Key Drivers for Adoption
4.3 Risk Management Overview
MODULE 5: Cloud Service Design, Deployment, and Migration
5.1 Basics of Cloud Service Design
5.2 Dealing with Legacy Systems, Services, and Applications
5.3 Benchmarking of Cloud Services
5.4 Cloud Service Capacity Planning
5.5 Cloud Service Deployment and Migration
5.6 Cloud Marketplace
MODULE 6: Cloud Service Management
6.1 Cloud Service Management Perspective
6.2 Cloud Service Level Management and Service Assurance
6.3 DevOps in a hybrid IT and Cloud Computing Environment
6.4 Managing Cloud Service Configurations
6.5 Change Management for Cloud Computing Environments
6.6 Reacting to Demand for Cloud Services
MODULE 7: Cloud Service Economics
7.1 Pricing Models for Cloud Services
7.2 Procurement of Cloud Based Services
7.3 Cloud Service Charging
7.4 Cloud Cost Models
MODULE 8: Cloud Service Governance
8.1 Basic Governance Definitions
8.2 Cloud Governance Framework
8.3 Cloud Governance Considerations
MODULE 9: Showing the Value of Cloud Services
9.1 Understanding the Value of Cloud Services
9.2 Linking the Value of Cloud Services to Strategy
9.3 Measuring the Value of Cloud Services
MODULE 10: Popular Service Management Frameworks
10.1 Best-Practice Frameworks
10.2 ISO Standards
10.3 Governance Frameworks
10.4 Cloud Standards
MODULE 11: Exam Preparation Guide