Let’s make it work for you
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
Learning objectives
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
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.