ITIL Transformation (Version 5):
A continual approach to major organizational change
Kaimar Karu - Lead Author, ITIL Transformation
What was missing from the previous ITIL versions provided a useful starting point for, what is now, the ITIL Transformation (Version 5) module.
But while a common observation from the community centred on the lack of guidance for where and how to start implementing ITIL, the idea of implementation has always been problematic.
The unique context and variables of every organization mean that ITIL, similar to other frameworks, cannot be implemented as such.
With that in mind, the aim of the ITIL Transformation module is to show professionals and organizations how to work with ITIL when making major changes to a value system or when introducing a product and service management approach to providing digital capabilities.
Overcoming the transformation challenge
Traditionally, when planning an organizational transformation, leaders assume that the future target operating model will be a success.
The problem with this approach is two-fold:
● How do you know what the world will look like in 3-5 years’ time?
● Assumptions made based on the organization today are unlikely to remain valid post-transformation, several years from now.
Faced with these challenges, the ITIL Transformation module offers guidance that enables enterprises to make significant changes while simultaneously creating capabilities which mean the need for another transformation in future is far less likely.
Instead, an organization that is more flexible, resilient and able to respond continually to change rather than through a major change programme, can deliver change through continual improvement.
How, you might ask, can we trust this proposed shift in managing major organizational change?
The ITIL Transformation module is built on its authors’ experiences of an approach proven to work. It contains some aspects of project and programme management – along with an appreciation of their difficulties and unknowns – but recognizes other methods as valid to achieve significant change.
Managing the practicalities of the ITIL Transformation approach
What makes the ITIL Transformation approach different?
First, it supports a transformation environment which may need different delivery approaches used in parallel.
Whether adopting project and programme management or a more exploratory or rapid response to change, the module combines the approaches in one coherent model; acknowledging that each approach exists and it’s misplaced to choose one method over another.
The second difference in ITIL Transformation is treating governance in two parts: namely business as usual (BAU) governance and transformation governance.
In BAU governance, the organization needs to know how value is measured, how alignment works across teams and how bureaucracy – such as approval procedures and funding models – functions. Meanwhile, transformation itself needs its own governance approach and how this will work in the context of BAU.
For example, if transformation needs to leverage agile ways of working to be successful, but the organization’s standard governance approach is waterfall, this requires a bridge that addresses the inherent tensions between them; allowing agile work to happen as it should, while creating the necessary reporting structures and documentation the organization expects with as little duplication of effort as possible.
At the core of the module’s guidance are the patterns for initiation, governance and execution, plus a toolkit:
● Initiation patterns – help organizations understand their starting point for transformation, based on expectations, objectives and challenges and make it easier to understand their own situation.
● Governance patterns – provide an assessment model to map BAU governance against the needs of the transformation’s governance and alleviate the tensions between them.
● Execution patterns – describe ways to deliver the transformation work and allow for coordination of multiple different approaches in parallel, with feedback loops.
● Toolkit: this describes commonly-used methods, tools, and techniques, viewed through the lens of ITIL, to deploy in transformation. This includes overviews of specific ITIL practices and how they support transformation activities.
Serving the needs of dual audiences
Anyone responsible and accountable for transformation – such as senior leaders and sponsors who need to ensure work is well aligned, coordinated and that transformation fits alongside BAU work in the organization – can benefit from ITIL Transformation.
But not just them. The module is useful also to people in product and service delivery impacted by transformation and who need to change ways of working in BAU, therefore protecting operations during a transformation. They need to understand what is happening and why.
And it should be noted that the module is available either as a stand-alone course/certification following ITIL Foundation (Version 5) or as the next stage beyond any of the advanced modules.
This means that senior leaders accountable for transformation can obtain ITIL Transformation knowledge, even if they are less inclined to study, in detail, ITIL Service, ITIL Product, ITIL Experience or ITIL Strategy.
For those continuing their learning journey from the advanced modules to the ITIL designations, having ITIL Transformation prepares them for transformation in their organization, with the necessary knowledge to participate in major change.
Managing the emergence of AI in transformation
As organizations are figuring out how to use AI – its risks and opportunities – and make the most of its capabilities, the ITIL Transformation module provides guidance to progress in a well-planned way.
For example, if the opportunity and potential impact of AI is unknown, the module’s approach to exploration will help. And the guidance creates the capability to coordinate AI-related activities across the organization.
Overall, ITIL Transformation is structured to facilitate effective major change while building internal capabilities that reduce the need for future transformations. This enables organizations to deliver more change via continual improvement instead of relying on large-scale programmes. Its practical tools, including the Central Transformation Model and patterns for initiation, governance, and execution, enable practitioners to resolve conflicts and coordinate varied workstreams.
Ready to move from theory to real transformation?
Discover how ITIL Transformation (Version 5) can help you lead change with confidence and build lasting organizational resilience.