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CPDE® Certification: Where ITIL® Gets Real

CPDE CertificationThe IT Infrastructure Library (ITIL®) is widely acknowledged as a valuable set of standards and practices for managing the delivery and management of IT services. ITIL Certifications validate that an individual is proficient in the vocabulary, concepts and practices of the various pieces of the ITIL Framework.  These include Change, Problem, Asset, and Access Management; Service Design, Strategy and Agreements; and Continual Service Improvement.

All of these practices have processes as their functional and operational foundation. Processes are needed to map the theory to an actual functional implementation of the ITIL modules. They must be documented, communicated, measured and refined. For this reason, the ITIL owners have endorsed a separate certification, the Certified Process Design Engineer (CPDE®).

This certification is complementary to the ITIL qualification scheme. Completion of the CPDE certification provides 1.5 credits towards an ITIL Expert qualification.

The Value of Process

Process is where the rubber meets the road; where ITIL stops being generic best practices and is engineered to work in a particular organization. Good process design entails more than a set of instructions for a particular function.

Process design methodology creates processes that are workable, measurable, integrated, and (when possible) automated. They are designed to support the business and service strategies and the required service levels. In accordance with general ITIL principles, they lend themselves to continuous improvement as needs change or better ways of doing business are developed.

In the absence of formal processes, informal ones develop organically. Unfortunately, informal processes are prone to political and personality issues. Workers focus in the demands of the customers who make the most noise. Employees go to the tech most willing to assist them, bypassing management.

Little kingdoms grow, with some employees overworked and others in the dark. There are rarely proper checks, balances and authorizations built into informal processes. And when a key employee in a key function is out of the office, informal processes grind to a halt – and so does the operation.

Formal process design uses the need of the business, developed during the Service Strategy phase, to develop specific, repeatable, measurable work processes independent of the traps of politics and favoritism. Critical actors and stakeholders have a say in the process design, ensuring that everyone from audit to management to techs have input into how a particular operation should work correctly.

Initial process creation is the bulk of the work for, once implemented, a well-designed process can be measured for success and modified as required. Because the focus is on business and operational support, power struggles between internal departments are eliminated, as are operational bottlenecks.

Why is Certification Important?

Like Project Management, Process Design can be a political minefield. A process engineer needs to understand not only process design but also how to work with wide variety of people – from business owners to process actors – to overcome resistance to change and build consensus for acceptance.

Once a process designer has the required expertise to pass the CPDE Certification, their knowledge is useful, not ITIL-specific. They can create processes for other best-practice areas and maturity models, like COBIT and ISO.

Those with this certification will have the skills to ensure best practices and prove ROI, increasing operational efficiency and effectiveness. A CPDE Certified-employee is a valuable member of any ITIL implementation team.

Ashford Global IT is a leading provider of ITIL Certifications as well as many complimentary and supporting certifications such as CPDE. Contact them today to discuss your training and certification needs.

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