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.
ITSM Academy’s course leading to Certified Process Design Engineer (CPDE)® includes:
Understanding process frameworks, standards and maturity models
Learning about process elements, models, usage and deliverables
Gathering and analyzing process requirements
Understanding the difference between developing, re-engineering and improving processes
Studying the importance of roles, responsibilities and functions in process design
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
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:
ISO/IEC 20000 Foundation
Who Should Attend:
Employees and managers responsible for designing, re-engineering or improving process
Consultants guiding their clients through process improvement initiatives
Internal and external suppliers
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.
Five (5) days Instructor Led Education
Detailed Learner Manual (excellent post-class reference manual)
Foundation Exam Preparation - including sample exam and exam taking techniques
In-class Examination (final afternoon) - LCS Exam