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ITSM Academy

Building Blocks: ITSM Process Design Workshop

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Building Blocks: ITSM Process Design Workshop

Contact us:

Product Description

4 Hours: This workshop is derived from the 5-day Accredited Certified Process Design Engineer (CPDE)® Course and introduces the building blocks for implementing and continually improving ITSM policies, processes and procedures.  It is unique in that it provides a high-level overview of proven process design concepts, while also containing hands-on exercises.

Learning Objectives:  In this interactive workshop, attendees will:

  • Learn how processes help overcome organizational pain points
  • Understand how multiple frameworks and standards can be used to build a “custom” framework
  • Gain a common vocabulary for ITSM process design
  • Distinguish between policies, processes and procedures
  • Discuss the role of program and project management
  • Determine when and how to develop, reengineer and improve processes
  • Understand the four (4) process characteristics shared by all ITSM frameworks and standards
  • Obtain high-level knowledge of the 10 Process Design and Improvement Steps
  • Understand the critical role played by organizational change management
  • Learn and share practical techniques for gaining commitment and overcoming resistance

Additionally, each learner will take away:

  • Five (5) key lessons learned for designing and improving processes
  • Five (5) proven process design tips
  • Participate in hands-on exercises aimed at identifying
  • Pain points affecting your organization
  • Ways to gain management commitment
  • Lessons learned
  • Inputs to an organizational action plan

Course Exercises:
Learners participate in hands-on exercises aimed at identifying:

  • Applicable frameworks, standards and maturity models and how they can be used
  • Pain points, improvement opportunities and priorities
  • Ways management can demonstrate its commitment
  • Reasons people resist change and techniques for overcoming that resistance

Student Materials:

  • Four (4) hours of instructor led education and exercise facilitation
  • Learner manual (excellent post-class reference)
  • ITSM Process Design And Improvement: The Basics white paper
  • CPDE Reference Card
  • Access to process design templates including
    • Communication Plan Template
    • Document Control Sheet Template
    • Process Definition Template
    • Sample Implementation Plan
    • Sample ITSM KPI's
    • Training Plan Template

Project Management Institute (PMI) Professional Development Units:
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 16 contact hours or PDUs upon completion of this course.

As with all ITSM Academy training, our instructors have years of hands-on IT Practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. Instructors for this course are ITIL Experts and Certified Process Design Engineers

Contact us for corporate, onsite delivery of this course.

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