Detailed Course Agenda
Customer Requirements as a Trigger Process Design Considerations Process Design Approaches Developing processes Reengineering processes Improving processes Defining and Documenting Processes Assessing Process Maturity Ten Process Design and Improvement Steps Process Design and Improvement Tools and Techniques Process Maps Seven Basic Tools of Quality Control Producing a Business Case Calculating ROI Conducting a Cost Benefit Analysis Creating a RACI Matrix Producing Meaningful Metrics Metric Types Metric Usages Implementing a Metrics Program Service Level Management and Metrics Managing Organizational Change Organizational Change Management (OCM) Successful OCM Program Components Preparation Motivation Education and Training Summary Exam Review Become a Certified Process Design Engineer
Sample Documents and Templates Exam Requirements, Exam-taking Tips, Sample Exam Glossary of Terms (included in The ITSM Process Design Guide)
The CPDE Role Introduction What is Service Management? Why Processes are Important Value Chains, Value Streams, and Processes The Changing Role of IT The Changing Role of Technology The Value of IT Service Management Using Frameworks and Standards ITSM Frameworks and Standards ITIL® 4 Control Objectives for Information and related Technology (COBIT) Knowledge-Centered Service Related Frameworks Agile Service Management DevOps Site Reliability Engineering IT4IT™ ITSM Standard ISO/IEC 20000 Process Maturity Frameworks and Standards Capability Maturity Model® Integration (CMMI) ISO/IEC 15504 ITIL Process Maturity Framework (PMF) Quality Management Frameworks and Standards Total Quality Management (TQM) Capability Maturity Model Integration (CMMI) Lean Six Sigma ISO 9000 and ISO 9001
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Certified Process Design Engineer (CPDE)