Certified Process Design Engineer (CPDE)

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.

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

Foundation Certification in IT Service Management is recommended.

• 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