SM ITIL®4 Specialist: Acquiring and Managing Cloud Services

Course Code: Q3ClaITSM661



3 Day(s)

Course Type

Public or Private

Max Delegates


Delivery Style


IT Service Management meets the Cloud

Understand the key activities in procuring and running cloud-based services using established best practice and how to achieve best value from them

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Who is this course for

Delegates that are involved in the creation of cloud strategy, the establishment of cloud operating models and the ongoing delivery of services using cloud-based resources and services.

Purpose of the course

This course aims to help organisations better understand the challenges and pitfalls involved in obtaining and managing cloud services. Cloud plays an increasingly large part in how business functions and assuring best value in procurement and delivery is key to meeting organizational objectives. This course aims to support these goals.

You will learn how to

  • Analyze available solutions and potential benefits using a vendor-neutral approach

  • Effectively Identify, select and deliver optimized cloud services

  • Facilitate value co-creation through successful cloud services procurement and integration whilst applying the ITIL 4 framework.

  • Adopt a customer-focused end-to-end cloud procurement user journey.


There are no formal pre-requisites. However a working knowledge of IT is preferable and while no ITIL knowledge is assumed it is always helpful.

Benefits for you as an individual

You will gain valuable insight into the process of obtaining and utilizing cloud services using the world’s most widely adopted best practice framework.

Benefits for your organisation

A better understanding of what using cloud services mean, how to best leverage them to provide best value to the organization and assure delivery within established risk, cost and regulatory constraints.

Understand the role of cloud services in an organisation

  • Understand the characteristics of the cloud
  • Understand the approach to cloud adoption
  • Understand the key cloud deployment models and cloud service models

Know how to define an organisation's requirements for adopting, and readiness to adopt, cloud solutions

  • Understand the structure and content of a business case
  • Define organisation's requirements for cloud solutions
  • Carry out and organisational readiness assessment for cloud adoption
  • How to communicate a cloud business case

Know how to Identify the types of cloud services and understand their applicability to an organisation's context

  • Understand the types of cloud service providers
  • Understand the key elements of a cloud strategy for a service consumer
  • Describe how cloud solutions affect the organisation's services and agreements with customers
  • Identify the available services that are relevant to the organisation's context

Understand how cloud services are selected and procured in the 'offer' step of the customer journey

  • Understand the costs of using cloud services
  • Understand the benefits and opportunities created
  • Understand the key risks and disbenefits
  • Understand security and compliance considerations
  • Understand the inputs and outputs of a return on Investment

Know how to onboard and offboard cloud services

  • Understand the key approaches for migrating to or from the cloud
  • Know how to select an appropriate approach for migrating to or from the cloud
  • Carry out the activities of onboarding/ offboarding cloud services
  • Know how to modify an operating model to support migration to cloud services

Know how to manage the use of cloud services

  • Understand the shared responsibility model
  • Understand how to measure quality of consumed cloud services
  • Understand the tools, techniques, methods, and controls to manage the use of cloud services.
  • Apply appropriate tools, techniques, methods, and controls to manage the use of cloud services to context

Know how to evaluate and improve a cloud strategy

  • Explain adjustments for a cloud strategy to respond to VUCA Challenges
  • Apply the continual improvement model to an organisation's cloud strategy

Additional Exam Information

Exam Institute – PeopleCert
Closed book multiple choice
No. of Questions – 40
Time – 90 minutes
Pass mark – 65% or 26/40

If you are attending a Face to Face course your exam will be a paper-based exam during your course.

If you are attending a Virtual course you’ll be issued an exam voucher to take the exam at a time of your choosing. Please see PeopleCert’s website for the security requirements for the web based exam driver.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.

Please note - it is compulsory to purchase the exam, although discretionary whether you take it.


Please note, there may be a small amount of evening work to complete such as further reading or working though sample exam papers.
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

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