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ITIL® Transformation (Version 5)
- Categories:
- Service Management Leadership and Business Skills (inc TAP)
- Level:
- Intermediate
- Code:
- ITIL5TRF
- Exam:
- Yes - Included
Overview
Transformation sits at the heart of ITIL® (Version 5) and underpins every pathway within the framework. As organisations move from understanding service management concepts to applying them at scale, the ability to lead and support transformation becomes essential.
This course is designed as the natural next step after ITIL Foundation, helping learners build the knowledge required to progress towards ITIL Managing Professional, Practice Manager, or Strategic Leader designations.
This three-day course explores how organisations can achieve effective transformation using ITIL guidance. Transformation moves beyond routine improvement and focuses on coordinated change across multiple dependencies, often involving uncertainty, complexity, and risk.
Learners will explore how transformation is structured across governance, positioning, execution, and learning layers, and how these work together to deliver sustainable outcomes.
The course also examines how modern approaches such as artificial intelligence, DevOps, and PRINCE2 align with ITIL to support delivery. Through practical examples and real-world scenarios, learners will understand how transformation initiatives are designed, executed, measured, and continually improved within the ITIL Value System.
Prerequisites
Participants must hold one of the following certifications:
- ITIL (Version 5) Foundation Certificate
- Any ITIL 4 Certificate
Target audience
This course is designed for:
- Anyone involved in delivering or supporting digital products or services
- Business professionals seeking to understand organisational transformation
- Service managers, product owners, and team leaders responsible for change initiatives
- Individuals adopting or expanding ITIL-based service management practices
- Professionals working toward ITIL Managing Professional, Practice Manager, or Strategic Leader designations and looking to deepen transformation knowledge
- Anyone who has been looking for the missing puzzle piece of 'How to implement ITIL' in any organization
What's included
Select your preferred way to learn:
What is Virtual?
Live, instructor-led training delivered online
Interactive online sessions led by subject matter experts. Learners join live classes, take part in discussions, and complete practical exercises from any location, making it easy to fit collaborative learning into busy schedules.
If you prefer to connect to a course that is taking place in a physical classroom, you can choose our Remote Access option. .
Best for: Teams and individuals who want expert guidance, real-time collaboration, and flexible access.
What's included?
3 Days instructor led course
Exam: Yes - Included
Exam preparation aids
Online exam voucher
6 month free access to QA learning platform
Free 6-Month Access: Learning Platform Discovery plan
Included FREE with every instructor‑led course
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What is bespoke training?
Custom instructor-led training designed by QA to fit your needs
Tailored programmes built around your organisation’s goals, challenges, and skill levels. Delivered in the format that suits you to maximise relevance and impact.
Best for: Organisations and teams looking to target specific business priorities and capabilities with QA subject matter expertise.
Find out more about the course:
Learning outcomes
By the end of this course, learners will be able to:
- Explain core ITIL concepts and how they support organisational transformation
- Describe transformation layers, stages, steps, patterns, and contextual influences
- Explain how tools, techniques, governance models, and measurement approaches enable transformation
- Describe how artificial intelligence, DevOps, and PRINCE2 integrate with ITIL to support delivery
- Explain how lessons learned feed continual improvement within the ITIL Value System
Course outline
Module 1 - ITIL foundation recap and transformation overview
- Define digital products and digital services and identify their key characteristics
- Explain how service offerings create value through digital products and services
- Describe the purpose and structure of the ITIL product and service lifecycle model
- Identify value chain activities and how they contribute to value creation
- Clarify relationships between products, services, value co-creation, and lifecycle management
- Describe transformation within the ITIL context and its role in the ITIL Value System
Module 2 - The ITIL transformation model
- Describe the four layers of transformation: governance, positioning, execution, and learning
- Explain how the ITIL transformation model is applied in practice
- Apply the stages and steps of the transformation approach in the correct sequence
- Explain how ordered, complex, and chaotic contexts influence transformation approaches
- Describe the twelve stages within the ITIL transformation model
Module 3 - Transformation patterns and initiation patterns
- Identify transformation pattern types: initiation, governance, and execution
- Describe how each pattern type supports transformation work
- Explain the characteristics of initiation patterns and how they shape scope and sponsorship
- Recognise how initiation patterns influence timing and strategic alignment
- Describe common business-as-usual and transformation governance patterns
- Explain when to apply execution patterns such as contain, discover, and implement
Module 4 - Governance patterns for transformation
- Describe common business-as-usual governance patterns
- Describe transformation governance approaches
- Explain how governance interacts with initiation and execution across transformation layers
- Distinguish between business-as-usual and transformation governance patterns
- Identify authority and assurance combinations that shape governance decisions
- Recognise how governance supports alignment, decision making, and oversight
Module 5 - Execution patterns in transformation
- Identify the contain, discover, and implement execution patterns
- Explain when and how each execution pattern is used
- Describe how transformation work is executed using each pattern
- Recognise which execution pattern suits different transformation scenarios
- Apply execution patterns to simple transformation examples
Module 6 - End-to-end transformation examples
- Identify layers, stages, and patterns within full transformation examples
- Recognise how the four transformation layers operate together
- Describe how stages progress and how feedback influences movement
- Explain how execution, governance, and positioning appear in real scenarios
- Describe how insights strengthen future transformation capability
Module 7 - Measurement, tools, learning, and synthesis
- Identify transformation tools such as complexity thinking, value stream mapping, OKRs, the ITIL Maturity Model, Theory of Constraints, and RACI or RASCI
- Describe how tools support observation, governance, and execution
- Explain the benefits and challenges of measurement in transformation work
- Identify appropriate measures of progress and outcomes
- Describe methods for reflection, synthesis, and knowledge transfer
- Apply reflection and synthesis techniques to integrate lessons learned across the ITIL Value System
Module 8 - Artificial intelligence and framework integration
- Identify the ITIL artificial intelligence governance model and its role in transformation
- Explain how artificial intelligence supports readiness assessments and adaptive governance
- Describe how automation influences transformation methods and tools
- Recognise how ITIL and DevOps align across the product and service lifecycle
- Explain how ITIL aligns with PRINCE2 to support structured change delivery
Exams and assessments
This course includes a formal certification exam.
- 40 multiple-choice questions
- 90 minutes duration
- Open book. (The official ITIL Transformation publication and scenario booklet may be used, including notes made within the text. No other reference materials are permitted)
- Pass mark: 28 out of 40 (70%)
- The exam is delivered online via PeopleCert and can be taken at the learner’s convenience
Hands-on learning
This course includes:
- Scenario-based learning and real-world transformation examples
- Guided exercises applying transformation stages and patterns
- Knowledge checks and instructor-led discussions to reinforce understanding
Good to know
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What our customers are saying
“We can’t understate the success of this ITIL® training programme. With exam pass rates that simply can’t be bettered, QA has done an outstanding job in providing our people with the service management skills we need – in the most cost-effective way possible, and with no loss of results.”
Cheryl Cumberworth
E-Learning & Support Manager, Atos Origin
“QA's Cloud Academy platform allows us to quickly train and certify our support engineers on the complete portfolio of Microsoft products. We will use our resulting skills inventory data to intelligently assign our support incidents to the most qualified engineers, resulting in faster resolution times, higher throughput, and greater customer satisfaction.”
Caroline Dumont
CE&S Learning Leader at Microsoft
Portfolio Director
Paul Wigzel
Service Management Portfolio Lead, QA
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