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).
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.
Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus.
Excellent presentation skills, subject matter knowledge, and command of the environment.
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
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Foundation Certification in IT Service Management is recommended.
Detailed Class Syllabus
Foundational knowledge regarding IT Service Management Process Design, including the;
Defining and Analyzing Customer Requirements
Quality Management Principles
Defining and Documenting Processes
Assessing Process Maturity
The Ten Process Design and Improvement Steps
Process Design and Improvement Tools and Techniques
Producing Meaningful Metrics
Managing Organizational Change
Evaluating and Selecting IT Service Management Technologies
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.