The role of the professional cloud service
manager designing, managing
and retiring cloud computing and cloud based services.

Emerging new trends and leading administration solutions:
 incorporates a number of ‘sub-roles’ (such as IT service manager, buyer and/or customer service manager) and may also incorporate operations
management. This multiple nature is leading toward consolidated teams of administrators
(i.e. a flattened hierarchy) and truly converged infrastructure management.
 Service management often covers 1st, 2nd, 3rd and 4th line support – potentially for multitenancy
environments – and includes cloud service providers both inside or external to an
organization.
 Standards for outsourcing (ISO/IEC 37500), service management (ISO/IES: 20000) and
security compliance (ISO/IEC 27000) are influencing and even dictating service metrics,
metering, reporting, billing and provisioning systems for cloud environments.
 ITIL processes need to be adapted in order to support cloud computing and cloud based
services including; processes for handling escalations i.e. problem, incident, and event
management, service reporting including SLA/OLA, availability, capacity, change, demand
management, just to name a few.
 The multi-layered structure between cloud service providers and consumers is creating
the need to refine service design and operational processes as well and number of key IT
processes and functions