The ITIL Transformation provides practical, scalable guidance for embedding, sustaining, and optimising change across products and services. The course equips candidates with guidance to transform the way organisations work by balancing governance, execution, and continual learning. Aligned with ITIL guidance, it provides practical direction to help align people, processes, and technology, ensuring transformations deliver measurable value and build resilience across the enterprise.
ITIL Transformation goes beyond routine improvement, moving an organisation or a significant part of it, to a new state through coordinated change across multiple dependencies. It varies in its scale, scope, cost and risk. It requires coordinated change across many dependencies and may involve considerable uncertainty. You’ll learn how to identify the best-fitting approach for carrying out and supporting a transformation with an effective set of tools and techniques.
The ITIL Transformation is a core module in the ITIL (Version 5) qualification scheme. It is required for the Practice Manager, Managing Professional, and Strategic Leader designations. The ITIL Transformation course/exam only needs to be taken once, and the achievement applies across all designations.
ITIL Foundation is a prerequisite for this ITIL Service (Version 5) course.
ITSM Hub provide multiple delivery methods and course options. If you have a team or would like a quote, you can request this here
What is ITIL Version 5?
ITIL is the Global Best Practice framework for Digital Product and Service Management. Adopted by over 3M professionals worldwide, powering 82% of the Fortune 500, and built on the trust of over 50,000 organisations, ITIL has long set the standard for excellence in service management.
ITIL Version 5 is an evolution of ITL 4. It goes beyond ITSM - as IT roles move to the front lines of the business, it’s relevant wherever digital products and services create value. ITIL (Version 5) is the next evolution of the world’s most trusted management framework. It’s designed for AI-driven, digital-first organisations and expands ITIL from service management to full digital product and service management.
ITIL (Version 5) guides organisations in managing digital products, services, customer experience and end-to-end digital operations in a structured and future-ready way.
Many organisations manage products and services separately, creating gaps in delivery, reliability and customer experience. In reality Product and Services are the same side of the coin:
- Products are what organisations build
- Services are how value is delivered and supported
Digital products and services are two sides of one solution. ITIL (Version 5) unifies them into one lifecycle so teams can:
- Design together
- Build and launch together
- Operate and improve together
The result: faster delivery, fewer gaps, better experiences, stronger business outcomes.
About the ITIL Transformation Course
Organisations constantly change and they constantly change the way they use and manage technology. This constant state of change requires the ability to identify, implement and sustain improvements to the organisation’s governance and management system. To support organisations in this continuing transformation, ITIL Transformation provides a practical and adaptable framework for organisational transformations, ranging from relatively small initiatives to major change programmes, enriched with step-by-step recommendations and a range of tools and methods. It is applicable to any version of ITIL guidance and compatible with other bodies of knowledge organisations use in their digital transformation journey.
Understanding transformation complexity helps explain why different contexts require different methods; predictable contexts allow detailed planning while unpredictable ones require adaptive approaches. Transformation work is structured into four interconnected layers: governance, positioning, execution and learning, which together connect strategic direction, contextual understanding, implementation and continual improvement. ITIL Transformation guidance is applicable and relevant to organisations following ITIL and other frameworks, bodies of knowledge and models.
The practical in-depth techniques learned through ITIL Transformation allow organisations that follow internal or external requirements to significantly improve how they create, deliver and manage digital products and services. Practical support is provided for building, enabling, and leveraging the capabilities needed for successful transformations. This guidance helps candidates to:
- Ensure managerial and governance capabilities are fit for purpose and support the organisation’s desired ways of working.
- Formalise and streamline existing organisational capabilities with added clarity on accountabilities and responsibilities.
- Significantly improve the performance of one or several parts of the value system, for example a specific practice or use of tools, while considering all Four Dimensions.
- Significantly improve the performance of the whole value system, spanning several parts of the ITIL VS and supporting collaboration efforts across stakeholders
What will I learn in this course?
At the end of your ITIL® Transformation (Version 5) course, you will be able to:
- explain core ITIL concepts and how they support transformation
- describe transformation layers, stages, patterns, and contexts
- explain how tools, methods, governance models, and measurements are used in transformation
- describe how AI, DevOps, and project management integrate with ITIL to enable effective transformation and delivery
- explain how lessons learned are incorporated into continual improvement within the ITIL Value System (ITIL VS).
Who should attend?
ITIL® Transformation is designed for anyone working in service management, digital products and service management:
- 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 organisations through transformation initiatives
It is also the transition pathway for the following designations;
- ITIL 4 Strategic Leaders to become an ITIL Strategic Leader (Version 5).
- ITIL 4 Practice Managers to become an ITIL Practice Manager (Version 5).
Are there any prerequisites for this course?
ITIL 4 Foundation or ITIL® Foundation (Version 5) certification are valid prerequisites for the ITIL (Version 5) Advanced level qualifications.
What are the exam requirements and pass mark?
The ITIL Transformation (Version 5) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the ITIL framework concepts, as described in the course syllabus, to be awarded the ITIL Transformation (Version 5) qualification.
To be awarded the ITIL Transformation qualification, you must complete the examination:
- A 90-minute, 40 question, multiple-choice exam is administered by the global examination body, PeopleCert.
- This is an ‘open book’ exam. The ITIL® Transformation (Version 5) Official Book and the Scenario Booklet are allowed, but no other material is allowed
- The passing mark required to receive your certificate to tbc.
Attending this course will prepare candidates for the examination leading to the ITIL® Transformation (Version 5) Certificate.
How is the exam conducted?
If you attend a virtual classroom course with us, you will be provided an online exam voucher on the first day of your course. You’ll receive an email from PeopleCert with instructions on how to register and book your exam online.
- Scheduling: You can book your exam on the PeopleCert website, at a time that suits you. The schedule is available 24/7.
- Before the exam (online proctoring): A live proctor will confirm your identity (photo ID required) using your webcam.
- Duration: The online exam duration is 90 minutes; we recommend you allow an extra 30 minutes for setup and authentication.
- Requirements: A computer, webcam, speakers, a quiet private space, and a stable internet connection.
- Results: Preliminary results are usually available immediately after you finish.
- Voucher validity: Your exam voucher is valid for 12 months, but we recommend sitting the exam as soon as possible after the course while the content is fresh.
We provide more comprehensive information and guidance on the exam requirements in our learning portal. Your instructor will also provide information during your course.
How is this course delivered?
Virtual Classroom
Our publicly scheduled courses are delivered in our virtual classroom over 3-days. These courses are scheduled approx. twice per 6 months, across multiple time zones. Our instructors are experts who are able to bring the ITIL concepts to life, providing real-world examples and relevance to your role.
Self-Paced Online
This course will be available in our eLearning, self-paced online delivery method with access for 12-months. Please register your interest if you would like first access when this is available.
Onsite or Private courses
Bring us onsite, our facilitator can come to you and we can deliver courses for your team at your premises. Private courses can also be conducted in our virtual classroom on dates and times that suit your teams. This is a great option if you have a remote or hybrid workforce. Request a quote and our team will be in touch and provide you with a proposal.
What is included in your course fee?
Our ITIL Transformation course comes with:
- Access to PeopleCert official training e-materials, these are available through our ITSM Hub learning portal. The Learner Kit includes:
- Official Learner Workbook for students to download, or view on laptop or tablet devices
- Official ITIL practice exams
- Quick reference guide to assist with exam preparation
- ITIL® Transformation (Version 5) online exam voucher from PeopleCert, this is valid for 12-months from the date of issue. Please see exam section for requirements.
- The official ITIL publication as an eBook, accessible through the PeopleCert exam portal.
- Post course assistance, our instructors are available after your course to support you with study or answer any questions.
ITIL Version 5 Qualification Scheme
The ITIL (Version 5) qualification scheme has nine core modules and one extension module. ITIL Foundation is the beginning course, and the certification is a pre-requisite for the eight advanced modules.
There are three learning streams, each leading to a professional designation:
- ITIL Practice Manager (Version 5)
- ITIL Managing Professional (Version 5)
- ITIL Strategic Leader (Version 5)
To achieve ITIL Master, you must achieve all 3 ITIL (Version 5) Designations.
Register your interest
Join our waitlist so you can be first to know more and be one of the first people in the world to experience this course. Register here
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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