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 5-day Certified Process Design Engineer (CPDE)® certification course teaches how to (re)engineer quality, lasting processes. Class converts the theoretical into the practical by coupling prescriptive advice with hands-on opportunities to analyze, design, measure and integrate processes. The knowledge obtained in this course applies to every Service Management framework, standard and maturity model.
Upon completing this course, students will be able to:
At the end of this course, learners are able - as CPDE's - to lead an effective and measurable process improvement program within their organization.
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:
Learners will be equipped to earn their Certified Process Design Engineer (CPDE)® accreditation on the final day of class by achieving a passing score on a multiple choice, scenario based examination. The exam is accredited and administered by Loyalist Certification Services (LCS).
Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.
At the end of this course, learners are able - as CPDE's - to lead an effective and measurable ITSM process improvement program within their organization.