Certified Process Design Engineer (CPDE) Course - Accredited

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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).

Written in-house by the ITSM Academy content team, 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. Read what CPDE's are doing with the knowledge gained from this course: CPDE's In Action.

Class also includes GAME ON! An Interactive Learning Experience® and access to ITSM Academy's Learner Portal.

CPDE ReviewLearning 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.

“I highly recommend the CPDE course. Over time we had pieced together a process design approach through research, as well as trial and error. The tools, techniques and templates from the CPDE course allowed my team to take our approach and documentation to a whole new level. The course simplified and streamlined what had been perceived as a complicated process, saving us time and money in our redesign efforts. Stakeholders are better engaged and much more satisfied with the experience and results. I hold a good majority of the advanced ITIL certifications and having my CPDE knowledge before taking those classes would have helped me more quickly and effectively apply what I learned to our situation.” ~ Dan O., ITSM Program Director, State Government

See CPDE's in Action


I am a Certified Process Design Engineer (CPDE)

  • 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

Professional Education Hours: Individuals attending this class will earn 18 professional education hours (e.g., PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable.

Instructors: As with all ITSM Academy training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real-life experiences into lively classroom discussion.

Trainers for this course are CPDEs, ITSM, ITIL and Agile Experts and have successfully completed ITSM Academy's CPDE Train-the-Trainer Program.

Course and Student Materials:


Let's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the ITSM Academy Terms of Use as indicated on the material.

Prerequisites: Foundation Certification in IT Service Management is recommended.

Exam & Certification: Learners will be equipped to earn their Certified Process Design Engineer (CPDE) accreditation by achieving a passing score (65%) on a 60 minute exam, consisting of 40 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit.

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

Classes Held In:

Learners should only commit to classes they are prepared to attend.  ITSM Academy Open Enrollment Class Terms and Conditions.

  • 5
    I am excited to look at some new and existing processes

    Posted by CJ on Aug 7th 2023

    Some things are in place and I was not aware that they were related to CPDE. I am excited to look at some new and existing processes that I manage and apply what I have learned. Then expand that knowledge into larger initiatives.

  • 5
    Outstanding Course for Serious Process Design!

    Posted by Rusty Robinson on Apr 5th 2020

    This course provided a comprehensive and integrated approach to assist me with step-by-step methods, strategies, and techniques for designing, reengineering and improving simple and complex processes. It had a blend of the best-of-the-best frameworks and standards that have enterprise-wide application for any organization. It also provided ways to evaluate process maturity to help with any ITIL, DevOps, Agile, or project/process improvement efforts. Thank you!

  • 5
    Great Class and I Passed

    Posted by Tom on Feb 11th 2019

    Thanks for the amazing instruction and very enjoyable class, and I hope to sit in on another with you.

  • 5
    Course was exactly what I expected. No improvement necessary!

    Posted by Mac A. on Aug 22nd 2018

    I like how we focused on the juxtaposition of simplicity and complexity in process design and trying to find balance in the context of application to your own environment.

  • 5
    I use my CPDE knowledgebase every day

    Posted by Ted G on Aug 8th 2018

    The credential serves the intended purposes of underpinning my ITIL Expert (actually all levels of the ITIL framework) and practical insights to implementing ISO/IEC 20000 best practices.  The ITSM Academy learning experience was unequaled by any of the other ITSM training service providers I have engaged.  The basis for this assessment is not only the instructors' knowledge of the materials, but also the availability of courses and the sustained post-learning support provided.”

  • 5
    Totally got my money's worth

    Posted by Cheryl MacDonald on Apr 10th 2018

    I learned so many new concepts related to CPDE; such as TIPA, KCS, and VeriSM what a CPDE is!! Got a strong understanding on how to use the frameworks from where we are now. She was a great instructor; knowledgeable, good teacher, friendly. Perfect!

  • 5
    Practical process improvement for EVERYTHING

    Posted by Kevin Raymond on Feb 23rd 2018

    As a career software engineer turned DevOps junkie a couple years back, I knew this course would be a great addition to my knowledge as far as process improvement goes. I was surprised to see the similarities between more of the ITSM side of things and years of software (Agile, Scrum, Lean) and DevOps (OCM/VSM) - we are really all doing the same thing!

  • 5
    Great resource and body of knowledge

    Posted by Toren DeRamus on Mar 21st 2017

    I though the class was great. It was laid out well and the instructor did an excellent job. The knowledge areas were spot on and the in-depth insight of the instructor as well as the professional in the class were priceless. Really glad i participated in the class.

  • 5
    Best in class ITSM Training!

    Posted by Dejan Lukic on Apr 21st 2015

    World class material and top notch trainers! In my case I had the pleasure of learning from Rose Lariviere, with 20+ years of Process and ITSM experience with Fortune 500 companies. If you are a beginner with ITSM or in middle of a project this course will provide you with invaluable training and material to be a true CSI champion. Frameworks and Standards provide you guidelines, while this course provides you with real world applications you can go back with and use from day one - seeing immediate benefits!