Up YOUR Game – Become a Certified Process Design Engineer!

I find that there are many people that do not understand WHAT a Certified Process Design Engineer (CPDE) really is (be sure to scroll down on the page and then download the free whitepaper for surprising details). The CPDE role is likely much broader and deeper than you might think!

Time and Money?! Yes, but not at the expense of quality and stability!

The role of a Certified Process Design Engineer is a critical skill set for all IT service providers. There are many frameworks and standards that define practices and methods for achieving success; ITIL 4, Agile, Lean, DevOps, COBIT, ISO, and Site Reliability Engineering (SRE) are only a few. My point is that while each describes processes and controls (what to do), they don’t provide clear, step-by-step methods and techniques for designing, reengineering and improving processes (how to do it).

A Certified Process Design Engineer equips managers and staff at all levels to lead the organization to do the “right” things but also leads them in the “right” direction with a strategic and tactical perspective. This class can be taken virtually, is highly interactive and results in YOU as a Certified Process Design Engineer! Take action NOW and help drive your organization to success!

Fast-moving fluid cross-functional teams today are given more autonomy. This does NOT mean that governance, regulatory and risk requirements go out the window! To ensure quality, mitigate risk and ensure success you might want to become a Certified Process Design Engineer. Did you know that you can apply Agile and Lean to process design/Agile Service Management (ASM)? Did you know that instrumenting and optimizing the DevOps pipeline depends on the architecture and orchestration of that pipeline? In comes the role of CPDE!

Certified Process Design Engineer – Role:

Achieve a comprehensive understanding of an organization's service management capabilities, level of maturity and improvement opportunities.

Identify, understand, evaluate, and promote the use of multiple integrated best practice frameworks and standards (understand and explore/gain knowledge).

Provide recommendations to leadership on matters involving the use of best practices, frameworks, and standards to meet business goals (lead organization in the right direction).

Assist with the development of processes, policies, and goals.

Serve as a subject matter expert on matters involving process design improvement.

Work with development, project and process improvement teams to identify, justify and implement process improvement.

Survival today means that we must be responsive, move fast, deliver value and at the same time sustain a stable, antifragile environment. Brilliant process design ensures that we have “just enough” governance and "just enough" process to remain agile and move fast.

Take Action Now! Become a Certified Process Design Engineer.

Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

What is the difference between Process Owner, Process Manager and Process Practitioner?

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See ITIL 4 and the Evolving Role of Roles . Updated Definitions in ITIL 4: Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives. Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work. Process Practit...

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