2.2.3. ITIL Transformation Terms
💡 First Principle: Transformation terms distinguish routine running from fundamental reshaping — because managing the steady state and managing deep change require different mindsets, and confusing them is a common organizational failure.
Terms to recognize: change is the addition, modification, or removal of anything that could affect services; transformation is a fundamental, often large-scale shift in how an organization operates or creates value; and business as usual (BAU) is the normal, ongoing execution of routine operations.
⚠️ Exam Trap: "Change" and "transformation" differ in scale and depth. A change can be small and routine; transformation is fundamental and strategic. BAU is the steady state that change and transformation act upon.
Reflection Question: Why is it risky for an organization to treat a major transformation as if it were just a large BAU change?
