ITIL® Experience (Version 5)
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The ITIL Experience (Version 5) course provides learners with the guidance needed to design, evaluate, and improve digital experiences across the ITIL Product and Service Lifecycle. Participants learn how experiences influence value co creation, trust, and outcomes, and how organizations can govern and improve experience without disrupting delivery or operations.
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Core concepts of digital experience and experience value
How experience integrates with the ITIL Product and Service Lifecycle
How lifecycle activities influence experience outcomes
Experience governance, signals, and continual improvement
How ITIL integrates experience thinking with DevOps, AI, and project management
How to prepare for and pass the ITIL® Experience certification exam
Who should attend ITIL® Experience (Version 5) Course
This Course is Intended For
This course is intended for professionals responsible for shaping, managing, and improving the end-to-end experience of customers, users, and stakeholders when interacting with digital products and IT-enabled services. It is particularly valuable for individuals focused on customer satisfaction, user experience, and value realization across service interactions.
Prerequisites for ITIL® Experience (Version 5) Course
ITIL® Experience (Version 5) Course Outline
- Key ITIL concepts, guiding principles, and the ITIL Value System
- Digital products, digital services, and the Product and Service Lifecycle
- Experience as a human response to interactions and outcomes
- Anticipation, perception, and evaluation in experience management
- Consumer and provider roles in experience management
- Users, customers, and sponsors and their differing expectations
- Provider roles and experience responsibilities
- Common experience tensions and their impact on trust and engagement
- How experience is shaped across organizations and people
- Experience considerations in information and technology
- Experience impacts of partners and suppliers
- Using the Four Dimensions as a governance lens for experience improvement
- Experience moments across lifecycle activities
- Functional versus relational interactions
- Identifying experience friction and broken expectations
- Mapping stakeholder trust requirements across journeys
- Experience signals, evidence, and quality indicators
- Quantitative and qualitative experience data
- Direct, indirect, and synthetic capture techniques
- Trustworthiness and coherence of experience evidence
- Service relationships and agreements from an experience perspective
- Service journeys across consumer and provider roles
- Journey stages and experience touchpoints
- Practical implications for experience design
- Applying the continual improvement model to experience
- Experimentation, learning loops, and local adaptation
- Trust and psychological safety in experience improvement
- Differentiating system level and local improvements
- AI as an actor in digital experience
- AI governance and ethical considerations
- Automation and decision support in experience management
- Governing experience improvement sustainably
Resources
FAQs on ITIL® Experience (Version 5)
Participants must hold either ITIL 4 Foundation or ITIL (Version 5) Foundation certification prior to enrolling.
This course is designed for professionals responsible for shaping, managing, and improving customer, user, and stakeholder experience across digital products and IT-enabled services, especially those focused on satisfaction, user experience, and value realization.
Participants will learn core experience and value concepts, how experience integrates with the ITIL Product and Service Lifecycle, governance and continual improvement practices, and how ITIL connects experience thinking with DevOps, AI, and project management, while preparing for the ITIL® Experience certification exam.
The course covers ITIL concepts and experience foundations, experience stakeholders and tensions, the ITIL Four Dimensions applied to experience, and experience integration throughout the Product and Service Lifecycle, among other modules.
Yes, the course includes guidance on how to prepare for and pass the ITIL® Experience certification exam.