Process Engineering Key Concepts

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Well-designed processes enable value co-creation with customers and positive customer and employee experiences. Ill-defined or poorly-designed processes can have a damaging effect on those relationships and negatively impact an organization’s ability to realize its goals.

In an era that demands agility and the ability to respond quickly to changing circumstances, process professionals are increasingly shaping the future of organizations. This includes having the insights needed to identify the right processes to develop, reengineer or improve and to prioritize those improvement efforts in a way that is aligned with the organization’s overall strategy and its experience management activities.

This 2-hour workshop is derived from the 16-hour Certified Process Design Engineer (CPDE)course and introduces key concepts for designing and continually improving IT service management (ITSM) processes.  Participants obtain a high-level introduction to the vocabulary and proven concepts needed to engage in process improvement initiatives, and then put that knowledge to work in a series of discussions and hands-on assignments that can be adapted to your organization’s needs and goals.

Learning Objectives: In this highly-interactive workshop, attendees will gain a high-level understanding of:

  • What a process is
  • Why processes are important and how they can get in our way
  • The relationship between value streams and processes
  • The benefits of leveraging best practice frameworks and standards
  • Process design approaches and considerations
  • The characteristics of well-designed processes
  • The 10 Process Design and Improvement Steps
  • Continual improvement tools and techniques
  • How to produce meaningful metrics
  • The critical role played by organizational change management

Additionally, each learner will take away:

  • Five (5) key lessons learned for designing and improving processes
  • Five (5) proven process design tips
  • Insights gained during 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

This is a non-certification course and so can be tailored to the needs of your organization. Time can be devoted, for example, to discussion and planning activities in the desired section(s).

Student Material:

  • Two (2) hours of instructor-led training, discussion and planning facilitation
  • Learner Manual (excellent post-class reference)
  • What is CPDE? 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 KPIs
    • Training Plan Template

Professional Education Hours: Individuals attending this class will earn 16 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.


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 Terms of Use as indicated on the material.

Instructors:  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 hold many industry certifications such as ITIL, Agile and DevOps, and are Certified Process Design Engineers

Course Logistics - All ITSM Academy courses, including this one, can be: 

  • Presented at your location, physically or virtually
  • Sourced through our Courseware Licensing Program (for qualifying organizations)

Contact Us, or phone 954. 491. 3442 or use the chat below.