Certified Process Design Engineer (CPDE)
About this Course
There are many process frameworks that define best practices for achieving quality service management including ITIL®, ISO/IEC 20000, MOF, CobiT, CMMI, etc. While each describes a set of integrated processes and controls, none provide step-by-step methods and techniques for actually designing, re-engineering and/or improving those processes.
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.
Audience Profile
- 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
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
At the end of this course, learners are able - as CPDE's - to lead an effective and measurable process improvement program within their organization.
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
Prerequisites
No prerequisites are necessary for this course.
It’s tailored for individuals seeking to enhance productivity, automate tasks, gain insights from data, and create fundamental app solutions.
Foundation Certification in IT Service Management, including one(1) of the following is recommended:
- ITIL Foundation
- ISO/IEC 20000 Foundation
- MOF Foundation
- CobiT Foundation
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.
Project Management Institute (PMI) Professional Development Units (PDUs)
Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.
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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 90-minute exam.
The exam consists of 10 multiple-choice, scenario-based questions. Learners who do not succeed on their first attempt are eligible for one (1) free re-sit.
CPDE Course Outline:
Module 1: Introduction to IT Service Management Process Design
- Understanding the evolving role of IT
- Importance of ITSM processes
- Overview of ISO/IEC 20000 international standard for ITSM
- Exploring the value chain and its impact on processes
- Role of Process Maturity Models
Module 2: Defining and Analyzing Customer Requirements
- Techniques for gathering and aligning processes with customer needs
- Establishing “just enough” processes to support business objectives
Module 3: Quality Management Principles
- Embracing quality management principles in process design
Module 4: Defining and Documenting Processes
- A comprehensive approach to defining and documenting processes
Module 5: Assessing Process Maturity
- Evaluating the maturity of existing processes
Module 6: The Ten Process Design and Improvement Steps
- Step-by-step guide to process design and improvement
Module 7: Process Design and Improvement Tools and Techniques
- Utilizing tools and techniques for effective process enhancement
Module 8: Producing Meaningful Metrics
- Measuring and demonstrating the benefits of process improvements
- Calculating ROI
Module 9: Managing Organizational Change
- Overcoming resistance to organizational change
Module 10: Evaluating and Selecting IT Service Management Technologies
- Exploring technology options to enhance process efficiency and effectiveness
Module 11: CPDE Exam Preparation
- Sample exam questions and exam-taking strategies
Module 12: CPDE Exam
- Final examination to earn the Certified Process Design Engineer (CPDE) accreditation
- In-class Examination (final afternoon) - LCS Exam
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