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).
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. Read what CPDE’s are doing with the knowledge gained from this course: CPDE’s In Action.
Class also includes GAME ON! An Interactive Learning Experience® and access to ITSM Academy’s Learner Portal.
Learning 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
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
Delivery: Course is delivered by instructors with real-life implementation experience. Learn from those who have actual hands-on expertise with ITSM process design and engineering. For five days, our learners are immersed in material that is presented in a fun, practical manner using exercises, sample exams and real-world service management examples.
“I highly recommend the CPDE course. Over time we had pieced together a process design approach through research, as well as trial and error. The tools, techniques and templates from the CPDE course allowed my team to take our approach and documentation to a whole new level. The course simplified and streamlined what had been perceived as a complicated process, saving us time and money in our redesign efforts. Stakeholders are better engaged and much more satisfied with the experience and results. I hold a good majority of the advanced ITIL certifications and having my CPDE knowledge before taking those classes would have helped me more quickly and effectively apply what I learned to our situation.” ~ Dan O., ITSM Program Director, State Government
See CPDE’s in Action
Audience:
- 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
Professional Education Hours: Individuals attending this class will earn 16 professional education hours (e.g., PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable.
Instructors: As with all ITSM Academy training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real-life experiences into lively classroom discussion.
Trainers for this course are CPDEs, ITSM, ITIL and Agile Experts and have successfully completed ITSM Academy’s CPDE Train-the-Trainer Program.
Course and Student Materials:
- Access to ITSM Academy’s Learner Portal – my.itsmacademy.com – extends the classroom experience with online content and tools, including valuable sample documents and templates
- Digital learner manual (excellent post class reference)
- CPDE Reference Card
- Topic Deep Dive: What Is? Process Design (CPDE)
- Personal Action Plan
- Study aids, sample exam and in-class exam preparation guidance and tips
- Instructor led education and facilitated discussion
- GAME ON! An Interactive Learning Experience®
- Participation in unique case study-based exercises
- The ITSM Process Design Guide (ISBN: 978-1-60427-049-5) an $80 value
- In-class exam preparation
- Exam voucher – 1 free exam resit available
Let’s Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the ITSM Academy Terms of Use as indicated on the material.
Prerequisites: Foundation Certification in IT Service Management is recommended.
Exam & 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 60 minute exam, consisting of 40 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit.
CPDE is an intensive educational experience. We recommend 12 hours of personal study, and we strongly encourage learners to devote 6 of those hours to pre-class preparations, this translates to roughly 1 to 2 hours of homework each night of class. Upon registration, learners will be provided the pre-course reading assignments via our Learner Portal.
You can click here to order your class with ITSM Academy. Don’t forget to use code OWLPOINT#10 for 10% off.