ITIL® Transformation Version 5

The ITIL® Transformation (Version 5) course provides professionals with the knowledge, frameworks, and practical approaches needed to successfully lead organizational, digital, and service transformation initiatives. As businesses adapt to evolving customer expectations, emerging technologies, AI adoption, and changing market demands, transformation has become essential for maintaining competitiveness and delivering sustainable value. This course focuses on aligning people, processes, technology, and governance to drive meaningful and measurable business outcomes.

Participants will learn how to plan, implement, and sustain transformation programs by leveraging ITIL best practices, value streams, organizational change management, continual improvement, and strategic alignment. The course explores how to overcome common transformation challenges, build organizational resilience, optimize service delivery, and foster a culture of innovation and continuous learning. It also incorporates modern approaches such as Agile, DevOps, automation, and AI-enabled operations to support successful change initiatives in complex digital environments.

Designed for IT Leaders, Transformation Managers, Service Managers, Change Leaders, Consultants, and Digital Transformation Professionals, this course helps organizations accelerate transformation efforts while minimizing risk and maximizing value realization. It also serves as a key module within the ITIL (Version 5) certification pathway, enabling professionals to develop the capabilities needed to lead and sustain transformation across modern, product- and service-driven organizations.

Upon completing the course, participants should be able to:

• Explain core ITIL concepts and how they underpin transformation in digital environments
• Describe the full transformation model — layers, stages, steps, patterns, and how context shapes your approach
• Explain how tools, governance models, techniques, and measurements are used across a transformation initiative
• Explain how AI, DevOps, and PRINCE2 work alongside ITIL to create and sustain value

This course is a strong fit across a wide range of roles and experience levels. If any of the following sounds like you, you are in the right place:

• IT professionals and team leads ready to step into transformation and change management roles
• Managers and programme leads overseeing digital service delivery or organisational change initiatives
• IT governance, compliance, and advisory professionals working to align service management with business strategy
• Consultants helping organisations navigate digital transformation, DevOps adoption, or AI-driven change

• Any ITIL 4 certification or ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5)

Module 1: ITIL Foundation Recap and Transformation Overview

• Key concepts of ITIL
  • ITIL Guiding Principles
  • Products and services, product and service management
  • ITIL Four Dimensions of Product and Service Management
  • Components and purpose of the ITIL Value System (ITIL VS)
  • ITIL Product and Service Lifecycle
• Key concepts of ITIL Transformation
  • Transformation and its scope in the ITIL context
  • The difference between disruptive and uncertain change
  • The characteristics of an effective approach to transformation

Module 2: The ITIL Transformation Model

• Layers, stages, steps, and contextual adaptation in transformation
• Introduction to common patterns for transformation
  • Identify, describe, and differentiate the 3 types of common patterns: initiation, governance, execution

Module 3: Initiation Patterns

• Apply initiation patterns at appropriate stages of the ITIL Transformation Model

Module 4: Governance Patterns

• Apply governance patterns at appropriate stages of the ITIL Transformation Model

Module 5: Execution Patterns

• Apply execution patterns at appropriate stages of the ITIL Transformation Model

Module 6: End-to-End Transformation Examples

• Describe and assess end-to-end transformation examples, identifying layers, stages, and patterns used

Module 7: Measurement, Learning, and Synthesis

• Tools, methods, and techniques for transformation
• Measurement and evidence: benefits, issues, and applying measures to transformational cases
• Learning and knowledge transfer: capturing, evaluating, and integrating signals and lessons into the organisation’s value system

Module 8: ITIL and AI

• Transformation in the AI context: AI’s role in readiness assessments and adaptive governance
• AI governance: the ITIL AI Capability Model and how AI governance supports transformation

Module 9: ITIL and Other Frameworks

• ITIL and DevOps: complementary use in managing the product and service lifecycle
• ITIL and PRINCE2: the role of project management in ITIL and complementary application across the service lifecycle