Certified Process Design Engineer (CPDE)

Course Details:
Duration: 5 day(s) Price per student: $2995

Open Enrollment Schedule (Clear Search)

Between: And:
Course Description: 

There are many frameworks defining best practices for achieving quality IT Service Management (ITSM) – ITIL®, ISO/IEC 20000, MOF, CobiT, CMMI, etc. While each describes a set of integrated processes and controls, none provide clear, step-by-step methods and techniques for actually designing, re-engineering and/or improving.

This five (5) day certification course teaches enrollees how to (re)engineer quality, lasting ITSM processes. Class provides hands-on opportunities to analyze, design, measure and integrate service management processes.   The knowledge obtained in this course applies to every Service Management framework, standard and maturity model.

Course Objectives: 
  • Foundational Knowledge regarding ITSM Process Design including the
    • Changing role of IT
    • Importance of IT service management processes
    • ISO/IEC 20000 international standard for IT service management
    • 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

Classroom Experience:

  • Understanding process frameworks, standards and maturity models
  • Learning about process elements, models, usage and deliverables
  • Gathering and analyzing process requirements
  • Understanding the critical differences between developing, re-engineering and improving processes
  • Studying the importance of roles, responsibilities and functions
  • Developing a process definition document
  • Learning flowcharting techniques
  • Using automation within processes
  • Troubleshooting and improving processes
  • Developing meaningful metrics and converting data into usable information
  • Understanding the concepts of organizational change 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.