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

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

Before attending this course, students should read "The ITSM Process Design Guide" ISBN 978-1-60427-049-5 by Donna Knapp (included in class material).

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.