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. Results from Class Alumni: Retail/Manufacturing: Immediately began using process elements to redesign process flows which previously had been done ad hoc and without proper methodology Using Organizational Change Mgmt ideas to help begin the long process of moving away from a personality-based status quo, to a process driven culture Insurance: Assisted in completing process assessment on a new process, to truly determine current maturity level, rather than guessing or assuming Stopped Service Level Mgmt (SLM) team from producing ineffective designs Used CPDE knowledge to help implement new Change Management process State and Federal Government: Used CPDE and ITIL to help solidify the use of SLM and create workable SLAs Determined that a process approach would help eliminate constant state of flux occurring from changing political leadership The course simplified and streamlined what had been perceived as a complicated process, saving us time and money in our redesign efforts Financial: Convincing the larger team of the value of process design methodology and putting it into practice Made organizational changes based on process roles for better alignment Realized the organization had no clear vision and sought out why and who was accountable; clear vision statement is in the works Used CPDE knowledge to help the merger of two large financial organizations go more smoothly Used the ideas learned in class to review one of their current processes and identify improvements Government Prime Contractor: Began discussions during class on using CPDE ideas to help win an active RFI from the federal government Began discussions of role and job restructuring around processes
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Certified Process Design Engineers In Action