Skill Level: Beginner

IBM Cloud Service Management and Operations (CSMO) Expert Labs has completed two new classes that are available to customers, business partners and employees. The classes are an introduction to CSMO.


The classes are designed to provide students an introduction to CSMO and help them understand how CSMO relates to and expands on existing IT Service Management methodologies. CSMO is not a replacement for the IT Infrastructure Library (ITIL), but an extension of it, for the cloud era.


  1. Cloud Service Management & Operations – Foundations

    Is a course made up of an hour-long video presentation by IBM Distinguished Engineers Ingo Averdunk and Richard Wilkins, as well as several blogs, whitepapers and independent reading. Total time to complete the course is approximately 4 hours. The video describes the changing landscape of information technology in the cloud era, comparing it to the current IT environment, while explaining how agile, DevOps and cloud technology have changed the way and the speed at which IT professionals must respond to outages in their environments. The course provides students materials to read on the topics of RACI, ChatOps, and Build to Manage.

    The CSMO- Foundations class has two quizzes associated with it. The first quiz covers material from the video presentation while the second quiz is linked to the Acclaim website. A grade of 80 percent or higher on the quiz earns the student the CSMO Foundations badge.  Class created by John M Crawford JR (jmcrawfo@us.ibm.com)


  2. Cloud Service Management & Operations – Advanced

    Is a multi-unit course that covers much of the material from the CSMO Bootcamp presented at Think 18. Units include topics such as “A Changing Landscape,” which discusses the history and growing need for an IT Service Management discipline that focuses on cloud, whether it is internal, hybrid or third-party cloud technology.

    The goal of the CSMO – Advanced class is to guide the student through a use case which relates the concepts of CSMO to the problems faced by a fictitious auto parts company. By seeing how the CSMO methodology is used to resolve real-world IT problems, the student gains a perspective he or she can use to analyze the development and operations functions in their own company. Additionally, exposure to this new way of thinking will provide students the ability to use the CSMO toolset to enhance and improve development, deployment and operational functions.

    Other topics include more in-depth introductions to domains associated with CSMO including RACI, Build to Manage and ChatOps. Additionally, there is a module on Site Reliability Engineering. Each unit has an associated quiz of varying length that must be completed with a grade of 80 percent or higher before the next module is available.

    The final quiz in the Advanced course, like the Foundations course previously mentioned, is linked to the Acclaim badging site. A grade of 80 percent or better, and an account on the Acclaim site facilitates the badge being automatically issued.  Class created by John M Crawford JR (jmcrawfo@us.ibm.com) and Lee Koeser (ljkoeser@us.ibm.com)

  3. Summary

    A relatively new discipline, the goal of Cloud Service Management and Operations is to augment service management methodologies such as ITIL, focusing on differences brought on by Agile, DevOps and cloud technologies. The need for rapid response when something goes wrong in your IT environment has caused the stakes to be higher. When you visit a website and it is relatively unresponsive, potential customers will give up and go somewhere else. Slow is the new DOWN.

    Ensuring your environment is running efficiently and that problems are realized and addressed quickly requires modification in the way sites are coded, the way operations teams respond to issues and the way developers, operations teams and subject matter experts collaborate to resolve issues. Cloud Service Management and Operations addresses those needs and the CSMO Expert Labs team wants to meet with you to discuss how IBM can help through consulting engagements such as Operational Readiness Assessments, or ChatOps, RACI and Build to Manage.


Join The Discussion