CPDE® – Certified Process Design Engeneer

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.

Learning Objectives:

  • Using proven methods to design (or redesign) processes
  • Using best practices to implement and improve processes
  • Measuring and marketing the benefits of process improvements
  • Overcoming resistance to organizational change
  • Using technology to increase efficiency and effectiveness
  • Utilizing available frameworks and standards
  • Determining customer requirements
  • Evaluating the maturity of existing processes
    • IT service management
    • Processes maturity
    • Quality management

Knowledge Acquired Includes:

  • Integrating multiple frameworks and standards
  • Gathering and aligning processes with customer requirements
  • Putting in place ‘just enough’ process to support business goals
  • Overcoming resistance to organizational change
  • Measuring and marketing the benefits of process improvements
  • Calculating and demonstrating ROI
  • Using technology to increase process efficiency and effectiveness
  • Designing and improving processes in a methodical, cost-effective way
    • Using best practices
    • Using internal resources
    • Maximizing consulting resources

Delivery: Course is delivered by instructors with real-life implementation experience. Learn from those who have actual hands-on expertise with ITSM process design and engineering.  For five days, our learners are immersed in material that is presented in a fun, practical manner using exercises, sample exams and real-world service management examples.


  • 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

Prerequisites: Foundation Certification in IT Service Management is recommended.

Exam & Certification: Learners will be equipped to earn their Certified Process Design Engineer (CPDE) accreditation on the final day of class by achieving a passing score (65%) on a 90 minute exam, consisting of 10 multiple choice, scenario based questions.

CPDE is an intensive educational experience. We recommend 12 hours of personal study, and we strongly encourage learners to devote 6 of those hours to pre-class preparations, this translates to roughly 1 to 2 hours of homework each night of class.  Upon registration, learners will be provided the pre-course reading assignments via our Learner Portal. 


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5 days



Group discounts available



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IT Chapter Training Facility is located at

300 St-Sacrement, Suite 407 Montreal, QC H2Y 1X4

Tel: 514.868.2116 / 514.431.0542
E-mail: contact@itchapter.com