Cloud Fundamentals

What you will be able to do

• You will be able to explain what cloud computing is and how renting computing over the internet differs from owning your own servers.
• You will be able to tell IaaS, PaaS, and SaaS apart and describe who manages what under each service model.
• You will be able to describe the public, private, hybrid, and community deployment models and when each one is used.
• You will be able to recognize the four core service categories (compute, storage, networking, and databases) and the common services in each.
• You will be able to read a customer issue and route it to the correct service category.
• You will be able to apply the shared responsibility model to decide whether an issue belongs to the customer or the cloud provider.
• You will be able to triage and escalate a cloud support ticket and explain the outcome to a customer in plain language.
• You will be able to use core cloud vocabulary such as regions, availability zones, the console, and APIs correctly on the support desk.

What is inside

4 modules, 8 lessons. Each module ends in a graded quiz and most carry an assignment.

1. 01

   The Cloud, from the Support Desk

   Start with the big picture: what the cloud is, why organizations adopt it, and where it physically lives. You will build the shared vocabulary a Cloud Support Associate uses every day, including the major providers, regions, availability zones, the console, and APIs, so you can speak your customers' language from day one.

   2 lessons · 5 quiz questions

2. 02

   Service and Deployment Models

   Every cloud customer sits on a service model that decides how much they manage and how much the provider handles. This module teaches IaaS, PaaS, and SaaS by who runs what, then covers the public, private, hybrid, and community deployment models. You will learn to spot which model a customer is on from the way they describe their setup.

   2 lessons · 5 quiz questions · assignment

3. 03

   The Four Core Service Categories

   Almost every support ticket touches one of four categories: compute, storage, networking, or databases. This module explains what each category does, names the common services that live in it, and connects everyday symptoms to the right category. Learn to read a symptom and route it, because that is the skill the Cloud Support Associate job runs on.

   2 lessons · 5 quiz questions

4. 04

   Shared Responsibility and Frontline Support

   The shared responsibility model answers the support desk's daily question: is this the customer's problem or the provider's? This module shows how the boundary shifts across IaaS, PaaS, and SaaS, then puts it to work in a simple triage and escalation routine. It closes with how to explain a resolution to a customer in plain language.

   2 lessons · 5 quiz questions · assignment