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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.

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.


  • 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

4 Days Course

Class Dates

Remote Live

This class runs from 10:00 AM to 03:30 PM EST

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