IT Standards and Operational Excellence - 10 Days

DIXONTECH presents the advanced IT Standards and Operational Excellence – 10 Days course, designed for IT leaders, managers, and quality professionals aiming to achieve world-class standards in IT service management, governance, and performance excellence. This program integrates ISO standards, ITIL, COBIT, and Lean Six Sigma methodologies to drive sustainable excellence, efficiency, and innovation across IT operations.

TRAINING TOPICS

• GLOBAL IT STANDARDS AND GOVERNANCE FRAMEWORKS
• IT SERVICE MANAGEMENT AND ITIL PRACTICES
• COMPLIANCE, RISK, AND QUALITY MANAGEMENT
• PROCESS MAPPING, DESIGN, AND OPTIMIZATION
• PERFORMANCE METRICS, KPIs & BENCHMARKING
• LEAN IT, SIX SIGMA & CONTINUOUS IMPROVEMENT
• AUTOMATION, INNOVATION & DIGITAL TRANSFORMATION
• IT STRATEGY, LEADERSHIP & CHANGE MANAGEMENT
• CULTURE OF EXCELLENCE & SUSTAINABLE PERFORMANCE
• CAPSTONE PROJECT: BUILDING IT EXCELLENCE BLUEPRINT

BY THE END OF THIS TRAINING COURSE, DELEGATES WILL BE ABLE TO:

• Lead IT operations to world-class performance using standards-based excellence frameworks.
• Implement ISO, ITIL, and COBIT standards effectively.
• Design efficient and scalable IT processes.
• Establish quality and compliance assurance systems.
• Use Lean Six Sigma tools to reduce inefficiencies.
• Develop KPIs and excellence scorecards.
• Align IT operations with business strategy.
• Build and sustain a culture of continuous improvement.

TRAINING IS TAILORED TO

• Senior and mid-level professionals responsible for IT performance, governance, and transformation.
• IT Managers and Directors.
• Quality, Compliance, and Risk Officers.
• Service Delivery and Process Managers.
• Operational Excellence Leaders.
• Digital Transformation Professionals.
• IT Project and Program Managers.

TRAINING METHODOLOGY

This advanced program blends real-world case studies, IT maturity assessments, Lean simulations, and ISO-based workshops. Delegates will design performance dashboards, conduct IT audits, and develop improvement roadmaps aligned with global standards and excellence frameworks.

DAY 1:

GLOBAL IT STANDARDS AND GOVERNANCE FRAMEWORKS

• Overview of international IT standards and models.
• Understanding ISO/IEC 20000, 27001, and 38500.
• ITIL, COBIT, and governance framework synergy.
• Mapping IT governance to business strategy.
• Framework selection and maturity alignment.
• Case study: governance and service quality link.

DAY 2:

IT SERVICE MANAGEMENT AND ITIL PRACTICES

• ITIL 4 principles and value stream management.
• Service strategy, design, and transition processes.
• Change, incident, and problem management.
• Service desk, SLA, and KPI performance models.
• Continual improvement practices in ITIL lifecycle.
• Practical lab: designing service catalog workflows.

DAY 3:

COMPLIANCE, RISK, AND QUALITY MANAGEMENT

• IT risk identification and control frameworks.
• ISO audit and compliance integration methods.
• IT quality assurance and documentation control.
• Managing IT operational risk and ISO conformity.
• Governance of third-party and vendor compliance.
• Risk scoring and internal audit planning exercise.

DAY 4:

PROCESS MAPPING, DESIGN, AND OPTIMIZATION

• Principles of process design and documentation.
• Using SIPOC and flowcharts for IT processes.
• Identifying process gaps and inefficiencies.
• Techniques for value stream mapping in IT.
• Workflow automation tools and platforms overview.
• Group exercise: process mapping for IT service desk.

DAY 5:

PERFORMANCE METRICS, KPIs & BENCHMARKING

• Building balanced scorecards for IT performance.
• Selecting effective KPIs aligned with objectives.
• IT benchmarking and maturity assessments.
• Linking IT metrics to operational outcomes.
• Dashboard design for IT performance visibility.
• Capstone discussion: KPI-driven governance.

DAY 6:

LEAN IT, SIX SIGMA & CONTINUOUS IMPROVEMENT

• Lean IT concepts and principles explained.
• Applying DMAIC in IT process improvement.
• Eliminating waste and non-value activities.
• Statistical thinking and measurement systems.
• Kaizen culture and incremental innovation.
• Workshop: Lean IT improvement simulation.

DAY 7:

AUTOMATION, INNOVATION & DIGITAL TRANSFORMATION

• IT automation frameworks and tools overview.
• RPA and AI-driven process optimization.
• Integrating DevOps and continuous delivery.
• Data-driven decision-making and analytics use.
• Innovation culture in IT operational models.
• Case study: digital transformation roadmap.

DAY 8:

IT STRATEGY, LEADERSHIP & CHANGE MANAGEMENT

• Strategic alignment of IT and business vision.
• Leading through change and transformation.
• IT leadership competencies and frameworks.
• Stakeholder engagement and communication.
• Designing IT strategic roadmaps and governance.
• Group role-play: managing resistance to change.

DAY 9:

CULTURE OF EXCELLENCE & SUSTAINABLE PERFORMANCE

• Defining IT operational excellence and maturity.
• Building accountability and ownership in IT teams.
• Recognition and reward systems for excellence.
• Embedding continuous learning and innovation.
• Building cross-functional collaboration ecosystems.
• Self-assessment: IT excellence readiness checklist.

DAY 10:

CAPSTONE PROJECT: BUILDING IT EXCELLENCE BLUEPRINT

• Reviewing key standards and frameworks applied.
• Designing a comprehensive IT excellence plan.
• Creating performance dashboards and improvement maps.
• Presenting final team project outcomes.
• Peer and instructor evaluations.
• DIXONTECH certification ceremony and closing remarks.

FORMATTING NOTES:

• Font: Poppins
• Size: 12
• Headings: Uppercase + Bold
• DAY titles: Bold + separate line
• Main titles: Bold + separate line
• Bullets: Standard, one line each (5–10 words)
• Spacing and alignment: Clean professional layout.