ITIL® Transformation (version 5)

Knowledge and skills development in:

• ITIL® key concepts, guiding principles, the four dimensions, the ITIL® Value System, and the product and service lifecycle;
• the concept of transformation and its scope in the context of ITIL®;
• the ITIL® Transformation Model, its layers, stages, and steps, as well as adapting them to the organizational context;
• the most commonly used transformation models for initiation, governance, and execution;
• tools, methods, and techniques for planning, measuring, and assessing transformation;
• enabling learning and knowledge transfer within the organization’s value system;
• the role of AI in transformation and AI governance.

• IT professionals and managers.
• Service management specialists.
• Transformation and change managers.
• Project and program managers.
• Process owners.
• Consultants and ITSM practitioners.
• Anyone involved in organizational transformation initiatives or planning their implementation.

The training is particularly suitable for those who have already obtained the ITIL® Foundation certification and wish to deepen their knowledge of transformation management.

• Explain the ITIL® key concepts, four dimensions, ITIL® Value System (ITIL® VS), and the product and service lifecycle.
• Define transformation and its scope, and distinguish between disruptive and uncertain change.
• Describe the four layers, 12 stages, and associated steps of the ITIL® Transformation Model.
• Apply the transformation stages and steps in the appropriate sequence to a specific situation.
• Explain how ordered, complex, chaotic, and unclear contexts affect transformation.
• Distinguish between and apply initiation, governance, and execution models at the appropriate stages of transformation.
• Select an appropriate transformation governance model and distinguish it from business-as-usual (BAU) operational management.
• Apply and assess specific tools and methods, such as complexity thinking, value stream mapping, the ITIL® Maturity Model, Theory of Constraints, RACI, and others.
• Select appropriate progress and outcome measures and assess their benefits and risks.
• Apply methods for consolidating and evaluating results and incorporating them into the organization’s value system.
• Explain the role of AI in assessing transformation readiness, adaptive governance, and AI governance.

An ITIL® Foundation (Version 5) certificate is required to participate in the training and take the certification exam. Basic knowledge and understanding of IT service management, as well as experience working with change or development initiatives, are also recommended.

Official PeopleCert training materials, including the ITIL® Transformation (Version 5) official textbook and accredited training presentation, as well as practical exercises and assignments developed by BDA.

The ITIL® Transformation (Version 5) certification exam includes:

• 40 multiple-choice questions (MCQs), worth 1 point each; there is no negative marking;
• 90 minutes to complete the exam (113 minutes when taking the exam in a non-native language or working language);
• 28 points (70%) are required to pass;
• an open-book exam; participants may use the official ITIL® Transformation (Version 5) book, while other materials are not permitted;
• questions may be based on a sample scenario.

Bloom’s levels 1–4: 60% BL2, 35% BL3, and 5% BL4 questions.

The cost of the certification exam is already included in the training fee.

1. Introduction to ITIL® Transformation

ITIL® key concepts:

• Guiding principles, products and services, the four dimensions, the ITIL® Value System (ITIL® VS), and the product and service lifecycle;
• Transformation fundamentals: definition and scope of transformation, disruptive and uncertain change, and characteristics of effective transformation approaches.

2. ITIL® Transformation Model

• The four layers of the model (Governance, Positioning, Execution, and Learning) and their role;
• The 12 stages and their steps; the impact of ordered, complex, chaotic, and unclear contexts; adapting the model to the context and applying it in practice;
• End-to-end transformation examples.

3. Common Transformation Models

• Three types of models: initiation, governance, and execution; five initiation models — regulatory or legal requirements, structural business change, reactive technology-driven change, internal improvement or remediation, and market demand — and their impact on scope, sponsorship, timelines, and methods;
• Tools and methods for each model: the ITIL® Maturity Model, value stream mapping, and stakeholder mapping;
• BAU and transformation governance models and their differences;
• Execution models and their selection.

4. Measurement, Learning, and Synthesis

• Tools, methods, and techniques: complexity thinking, value stream mapping (VSM), OKRs, the ITIL® Maturity Model, Theory of Constraints (ToC), and RACI;
• Measuring transformation progress and outcomes;
• Benefits and potential risks of measurement;
• Consolidating and evaluating signals and lessons learned and incorporating them into the organization’s value system.

5. ITIL® and AI

• The role of AI in assessing transformation readiness and adaptive governance; the ITIL® AI Capability Model;
• AI governance in transformation and implementation;
• The impact of AI and automation on tools, methods, and techniques.

6. ITIL® and Other Frameworks

• Using ITIL® and DevOps together and their complementarity in managing the product and service lifecycle;
• ITIL® and PRINCE2® — the role of project management in ITIL® and the complementarity of the two frameworks.

Practical Component

Practical exercises, group discussions, and scenario analysis; review of the exam format and practice questions.