Certified Process Design Engineer (CPDE)

Audience:

Employees, managers, and consultants involved in designing, improving, or re-engineering processes, along with internal and external stakeholders and suppliers impacted by those processes.

Prerequisites:

Foundation Certification in IT Service Management is recommended.

Course 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).

 That’s where CPDE comes in, bridging the gap by teaching the how and equipping professionals with practical, repeatable methods to design and improve ITSM processes. 

Written in-house by the ITSM Academy content team, 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: 

In this course, you will be: 

• 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