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There are many process frameworks that define best practices for achieving quality IT Service Management - 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.
This five (5) day certification course does just that, by converting the theoretical into the practical. The course couples prescriptive advice with 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:

ITSM Academy’s course leading to Certified Process Design Engineer (CPDE)® includes:

Red Diamond Understanding process frameworks, standards and maturity models
Red Diamond

Learning about process elements, models, usage and deliverables

Red Diamond Gathering and analyzing process requirements
Red Diamond Understanding the difference between developing, re-engineering and improving processes
Red Diamond Studying the importance of roles, responsibilities and functions in process design
Red Diamond Developing a process definition document
Red Diamond Learning flowcharting techniques
Red Diamond Using automation within processes
Red Diamond Troubleshooting and improving processes
Red Diamond Developing meaningful metrics and converting data into usable information
Red Diamond Understanding the concepts of organizational change management

Come ready to participate in lively discussions about

process improvements, benefits and challenges.

Project Management Institute (PMI®) Professional Development Units:

ITSM Academy is recognized by PMI® as a Global R.E.P. You will earn 38 contact hours or PDUs upon completion of this course.

ITSM Academy Instructors:
Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios.  Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge.

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).

A Foundation Certification in IT Service Management, including:

Red Diamond ITIL Foundation
Red Diamond ISO/IEC 20000 Foundation
Red Diamond MOF Foundation
Red Diamond CobiT Foundation

Who Should Attend:

Red Diamond Employees and managers responsible for designing, re-engineering or improving process
Red Diamond Consultants guiding their clients through process improvement initiatives
Red Diamond Internal and external suppliers
Red Diamond Anyone involved in process design

At the end of this course, learners are able - as CPDE’s - to lead an effective and measurable process improvement program within their organization.


Red Diamond Five (5) days Instructor Led Education
Red Diamond Detailed Learner Manual (excellent post-class reference manual)
Red Diamond Foundation Exam Preparation - including sample exam and exam taking techniques
Red Diamond

In-class Examination (final afternoon) - LCS Exam

Find a class and register in three easy steps:
  • 1. Select Location:
  • 2. Select Date Range:
  • 3. Select Class Type:
    • All Types
    • C Classroom
    • V Virtual Live
    • Cv In-Class Virtual
    • O Online
Virtual Live6/25/2018 12:00:00 PM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>5 days2195.002828836
Virtual Live9/24/2018 12:00:00 PM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>5 days2195.002757223
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