Certified Process Design Engineer (CPDE) Certificate

Certified Process Design Engineer (CPDE) is a freestanding certification. The purpose of this course and the associated exam and certificate is to impart, test, and validate knowledge on best practices in the assessment, design, implementation, integration and management of IT service management processes. These best practices are documented in the course textbook: The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management. Certified Process Design Engineer (CPDE) is intended to enable holders of the certificate to apply a practical, step-by-step approach to designing and implementing IT service management processes.

Target Group

The target group of the Certified Process Design Engineer (CPDE) certification is:

Individuals who have attained a foundation-level certificate in IT service management (ITIL, COBIT, ISO/IEC 20000, Microsoft Operations Framework (MOF)

Individuals who have a background in project management and seek an understanding of process design and management techniques

Individuals who require a deep understanding of process assessment, design, implementation, integration and management techniques and how they may be used to enhance the quality of IT service management processes within an organization.

IT professionals that are working within an organization that has adopted one or more IT service management or quality management frameworks or standards and seek an understanding of how to use frameworks as part of a continual improvement program

Individuals who wish to enhance their role-based capabilities in activities such as organizational change management or the selection of process enabling technologies.

This may include but is not limited to IT professionals, process owners and managers, process champions, process stakeholders, business managers and business process owners.

The CPDE certification has been endorsed as complementary to the IT Infrastructure Library (ITIL) Version 3 Qualification Scheme by APM Group, the official accreditor of the OGC ITIL portfolio. The CPDE qualification has been awarded a credit value of 1.5, which can be used by candidates who successfully achieve the certification towards the ITIL Expert level of certification. Additional information can be found at: www.itil-officialsite.com/Qualifications/ComplementaryQualifications.asp.

Learning Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components of this certification:

Foundational knowledge regarding IT service management process design:

o The changing role of IT

o The importance of IT service management processes

o The ISO/IEC 20000 international standard for IT service management

o The value chain and its effect on your processes

o The role of process maturity models

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

Prerequisite Entry Criteria

It is strongly recommended that candidates wishing to be trained and examined for this qualification:

Can demonstrate familiarity with IT terminology and understand the context of process assessment, design, implementation, integration and management within their own business environment

Have exposure to or experience working with at least one of the following service management or quality management frameworks or standards:

o ITIL

o COBIT

o MOF

o ISO/IEC 20000

o ISO 9000

o Total Quality Management (TQM)

o Six Sigma

o CMMI