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ITSMA-CPDE

Certified Process Design Engineer (CPDE)

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Description

There are many frameworks and standards that define best practices for achieving quality IT service management (ITSM) – ITIL, ISO/IEC 20000, COBIT, CMMI, DevOps, Knowledge-Centered Support, etc. While each describes processes and controls (what to do), none provide clear, step-by-step methods and techniques for actually designing, reengineering and improving processes (how to do it).

The Certified Process Design Engineer (CPDE)® certification course teaches how to (re)engineer and improve quality, lasting IT Service Management (ITSM) processes. This highly-interactive course provides hands-on opportunities to analyze, design, measure and integrate ITSM processes. The knowledge obtained in this course applies to every Service Management framework, standard and maturity model.

Course Objectives:

  • 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

Knowledge Acquired Includes:

  • Integrating multiple frameworks and standards
  • Gathering and aligning processes with customer requirements
  • Putting in place “just enough” process to support business goals
  • Overcoming resistance to organizational change
  • Measuring and marketing the benefits of process improvements
  • Calculating and demonstrating ROI
  • Using technology to increase process efficiency and effectiveness
  • Designing and improving processes in a methodical, cost-effective way
    • Using best practices
    • Using internal resources
    • Maximizing consulting resources

Exam & Certification: Learners will be equipped to earn their Certified Process Design Engineer (CPDE) accreditation on the final day of class by achieving a passing score (65%) on a 90 minute exam, consisting of 10 multiple choice, scenario based questions. Any learner not successful on their first attempt is eligible for one (1) free resit.

Instructors:
Our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real-life experiences into lively classroom discussion..

Project Management Institute (PMI) Professional Development Units (PDUs):
Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.

Outline

 

Learning Objectives:

  • Foundational knowledge regarding IT Service Management Process Design, including the;
    • Changing role of IT
    • Importance of IT service management processes
    • ISO/IEC 20000 international standard for ITSM
    • Value chain and its effect on your processes
    • Role of process maturity models
  • Defining and Analyzing Customer Requirements
  • Quality Management Principles
  • Defining and Documenting Processes
  • Assessing Process Maturity
  • The Ten Process Design and Improvement Steps
  • Process Design and Improvement Tools and Techniques
  • Producing Meaningful Metrics
  • Managing Organizational Change
  • Evaluating and Selecting IT Service Management Technologies

At the end of this course, learners are able - as CPDE's - to lead an effective and measurable ITSM process improvement program within their organization.

Deliverables:

  • Five (5) days Instructor Led Education
  • Detailed Learner Manual (excellent post-class reference manual)
  • The ITSM Process Design Guide (ISBN: 978-1-60427-049-5)
  • Sample Templates
  • Exam Preparation - including sample exam and exam taking techniques
  • In-class Examination (final afternoon) - LCS Exam
  • Daily Breakfast Pastries and Refreshments

PreRequisites

Foundation Certification in IT Service Management is recommended.

Audience

  • Employees and managers responsible for designing, re-engineering or improving process
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders
$2195.00 List Price

4 Days Course

Class Dates

Request a Date or a Private Class below.


MAX Educ. Savings
38 PDU's
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