ITIL v5 Transformation Course with Exam

A transformation is fundamentally different from routine continual improvement. Transformations are larger in scale, higher in complexity, and often involve significant uncertainty, requiring coordinated efforts across multiple organizational levels. They are used to move an organization or part of an organization (either structurally or process-wise) from the current state to the desired next state and require coordinating many moving parts and dependencies.

This course introduces the ITIL Transformation Model, which provides a flexible, non-prescriptive approach to help organizations navigate change. It focuses on three key patterns: initiation, governance, and execution. It is designed to help organizations balance governance, execution, and learning during periods of change. It is applicable to transformations ranging from relatively small initiatives to major change programs and provides step-by-step recommendations and a range of tools and methods

This 3-day certification course provides a structured, practical approach to managing complex transformation initiatives. Candidates gain an understanding of transformation complexity and organizational context and learn how to apply the ITIL Transformation Model to enable sustainable change. This course also provides practical direction for aligning people, processes, and technology, ensuring that transformations deliver measurable value and foster resilience across the organization.

Audience: ITIL Transformation training is designed for individuals working in organizations involved in transformation initiatives. This includes:

• Sponsors and owners of transformation initiatives, responsible for leading change
• Professionals involved in delivering transformation work, to understand what needs to be done
• Professionals impacted by transformation, to understand the support and engagement they can expect
• Consultants supporting organizations through transformation initiatives

This course is also mandatory for individuals striving to obtain the ITIL (Version 5) Practice Manager, Managing Professional, or Strategic Leader designations.

Course Objectives: The learning objectives of ITIL Transformation include an understanding of:

• Key concepts of ITIL  (including the ITIL Value System and the ITIL Product and Service Lifecycle)
• Key concepts of ITIL Transformation (e.g., its scope and characteristics)
• The ITIL Transformation Model
• Common patterns for transformation
• The role of measurement, learning, and synthesis
• How AI and AI governance support transformation and implementation initiatives
• How ITIL, DevOps and PRINCE2 are complementary in the management of the product and service lifecycle

ITIL (Version 5) Transformation introduces the ITIL Transformation Model, a practical, adaptable framework for organizational transformation. Learners acquire practical, scalable guidance they can use to successfully lead, support, and engage in transformation initiatives.

This course covers key ITIL (Version 5) terms and concepts, the ITIL Transformation Model, and how ITIL, AI, and other frameworks such as DevOps and PRINCE2 enable and support product and service management.

Module 1: Key ITIL concepts

• Key ITIL models
• The characteristics of digital products and services
• How digital products and services create value
• Digital product and service management (DPSM)
• The scope and purpose of the ITIL Product and Service Lifecycle Model
• The lifecycle management activities of digital products and services
• The ITIL Value System
• Continual improvement vs. transformation
• The characteristics of organizational change

Module 2: The ITIL Transformation Model

• The three common patterns for transformation: initiation, governance, and execution
• How each pattern type supports transformation work
• The four layers of transformation (governance, positioning, execution, learning) and their roles
• How the ITIL Transformation Model is applied in practice
• The twelve stages of the ITIL Transformation Model
• How to apply the twelve stages in the correct sequence
• How ‘ordered’, ‘complex’, and ‘chaotic’ contexts influence transformation

Module 3: Initiation Patterns

• The key characteristics of the five initiation patterns
• How an initiation pattern influences scope, sponsorship, timing, and methods
• The tools/methods/techniques that could contribute to the initiation pattern

Module 4: Governance Patterns

• Common BAU governance patterns
• Common transformation governance patterns
• BAU vs. transformation governance patterns
• How governance supports alignment, decision making, and oversight in transformation

Module 5: Execution Patterns

• The three execution patterns (implement, discover, contain) and when each is used
• How transformation work is executed using the implement, discover, and contain patterns
• Which execution pattern fits different transformation situations
• Applying the correct execution pattern to simple transformation examples

Module 6: End-to-End Transformation Example

• The purpose of the 'transition’ activity
• Describing an end to end transformation example
• Assessing an end-to-end transformation example

Module 7: Measurement, learning, and synthesis

• How to apply key transformation tools, methods, and techniques
• How progress and outcomes of transformations are measured
• The benefits and the potential issues of using measurements in transformation
• How signals and lessons are captured, evaluated, and integrated into the organization’s value system

Module 8: ITIL and AI

• How AI supports readiness assessments and adaptive governance
• How AI and automation influence tools, methods, and techniques
• The ITIL AI Capability Model
• How AI governance supports transformation and effective implementation

Module 9: ITIL and Other Frameworks

• How ITIL and DevOps complement each other across the product and service lifecycle
• How ITIL practices collaborate with DevOps ways of working
• Why project management is important when applying ITIL practices
• How ITIL can be combined with PRINCE2 to deliver products and services effectively