Certified Process Design Engineer (CPDE)

Certified Process Design Engineer (CPDE) Introduction

The Certified Process Design Engineer (CPDE) course offers a robust educational journey for professionals dedicated to excelling in IT Service Management (ITSM) process design. This specialized training program is designed to provide deep insights into creating, optimizing, and revolutionizing ITSM processes.

Participants will learn to analyze, design, and measure IT services, focusing on improving their efficiency and effectiveness. The course employs a hands-on approach, fostering a practical understanding of process engineering within the ITSM framework.

As learners progress through the CPDE course, they will gain not just the skills needed for process design but also a comprehensive understanding of integrating these processes within various service management frameworks. The curriculum is thoughtfully structured to balance theoretical knowledge with real-world application, making it ideal for professionals seeking to implement what they learn across diverse organizational scenarios.

This makes the Certified Process Design Engineer (CPDE) an essential asset for those aiming to enhance their capabilities in IT service optimization and management.

Certified Process Design Engineer (CPDE) Exam & Certification:

• Learners will have the opportunity to earn their Certified Process Design Engineer (CPDE) accreditation on the final day of the course by achieving a passing score (65%) on a 60-minute exam.
• The exam consists of 40 multiple-choice, scenario-based questions. Learners who do not succeed on their first attempt are eligible for one (1) free re-sit.

Certified Process Design Engineer (CPDE) Course Deliverables

• Four (4) days of instructor-led learning
• Project Management Institute (PMI) Professional Development Units (PDUs): Project Management Professionals earn 18 contact hours or PDUs upon course completion.
• “The ITSM Process Design Guide” (ISBN: 978-1-60427-049-5)
• Sample templates for practical use
• Exam preparation resources, including sample exams and exam-taking techniques
• In-class examination (final afternoon) for CPDE certification

Prerequisites

• Foundation Certification in IT Service Management is recommended.
• It’s tailored for individuals seeking to enhance productivity, automate tasks, gain insights from data, and create fundamental app solutions.

Audience

• Using proven methods to design (or redesign) processes
• Using best practices to implement and improve processes
• Measuring and marketing the benefits of process improvements
• Overcoming resistance to organizational change
• Using technology to increase efficiency and effectiveness
• Utilizing available frameworks and standards
• Determining customer requirements
• Evaluating the maturity of existing processes
  • IT service management
  • Processes maturity
  • Quality management

Certified Process Design Engineer (CPDE) Outline

Introduction to IT Service Management Process Design

• What is Service Management
• Why processes are Important
• Value Chains, Value Streams and Processes

The Changing Role of IT

The Changing Role of Technology

The Value of IT Service Management

Usines Frameworks and Standards

ITSM Frameworks and Standards

• ITIL4
• Control Objectives for Information and related Technology (COBIT)
• Knowledged-Centered Service

Related Frameworks

• Agile Service Management
• DevOps
• Site Reliability Engineering
• IT4IT

ITSM Standard

• ISO/IEC 20000

Process Maturity Frameworks and Standards

• Capablilty Maturity Model Integration (CMMI)
• ISO/IEC 15504
• Itil Process Maturity Framework (PMF)

Quality Management Frameworks and Standards

• Total Quality Managemen (TQM)
• Capbility Maturity Model Integration (CMMI)
• Lean
• Six Sigma
• ISO 9000and ISO 9001

Customer Requirements as a Trigger

Process Design Considerations

Process Design Approaches

• Developing processes
• Reengineering processes
• Improving processes

Defining and Documenting Processes

Assessing Process Maturity

Ten Process Design and Improvement Steps

Process Design and Improvement Tools and Techniques

• Process Maps
• Seven Basic Tools of Quality Control
• Producing a Business Case
• Calculating ROI
• Conducting a Cost Benefit Analysis
• Creating a RACI Matrix

Producing Meaningful Metrics

• Metric Types
• Metric Usages
• Implementing a Metrics Program
• Service Level management and Metrics

Managing Organizational Change

Organizational Change Management (OCM)

Successful OCM Program Components

• Preparation
• Motivation
• Education and Training

Summary

Certified Process Design Engineer Exam Preparation

• Sample exam questions and exam-taking strategies

CPDE Exam

• Final examination to earn the Certified Process Design Engineer (CPDE) accreditation