Certified Process Design Engineer

PT25097
Summary
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 Process Design Engineer course teaches you 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.
Prerequisites
Basic Analytic skills are required for this course.
Duration
2 Days/Lecture & Lab
Audience
This course is designed for:
  • Employees and managers responsible for designing, re-engineering or improving process
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders
Topics
  • Introduction
  • Defining and Analyzing Customer Requirements
  • Quality Management Principles
  • Defining and Documenting Processes
  • Assessing Process Maturity
  • Process Design and Improvement Steps
  • Tools and Techniques
  • Producing Meaningful Metrics
  • Managing Organizational Change
  • IT Service Management Technologies

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