Course Details
Course Code: ITIL® Experience Version 5; Duration: 3 Days; Instructor Led
Digital services succeed or fail based on how people experience them — not just whether they function correctly. Trust, perception, and emotional response shape whether a service delivers genuine value or quietly loses the people it was built to serve. The ITIL® Experience (Version 5) certification gives you the structured expertise to embed human-centred, AI aware design into digital products and services, and to manage experience deliberately across the full service lifecycle.
This course addresses a gap that most IT frameworks leave open: the human side of service delivery. You will learn how to capture and interpret experience evidence, apply continual improvement with precision, and govern AI use responsibly — all within the ITIL Product and Service Lifecycle Model. For professionals working at the intersection of service quality, design, and digital trust, this is a career-defining certification.
This course is associated with ITIL Experience Version 5 certification
Audience
This course is a strong fit if you work on, around, or alongside digital service experiences:
- IT & Service Professionals — IT managers, service managers, service owners, experience leads
- Design & Product Teams — UX practitioners, product managers, digital transformation leads, DevOps practitioners
- Business & Strategy Roles — business analysts, enterprise architects, CX consultants, senior IT advisors
Prerequisites
ITIL Foundation Version 5 certificate is required.
Methodology
This program will be conducted with interactive lectures, PowerPoint presentations, discussions and practical exercise
Course Objectives
Following the completion of the course, you will be able to:
- Explain core ITIL concepts from an experience management perspective
- Describe how experience influences digital products, services, relationships, and service journeys
- Explain how experience is captured, measured, and governed across lifecycle stages
- Apply experience frameworks and continual improvement to strengthen the quality of digital interactions
- Explain how AI, DevOps, and project management integrate with ITIL for value creation
Outlines
Module 1: ITIL Foundation Recap & Experience Overview
- Key ITIL concepts reviewed from an experience perspective
- Key concepts of experience and how it arises from anticipation, perception, and evaluation
Module 2: Experience Stakeholders and Tensions
- Consumer stakeholder roles: users, customers, consumer sponsors, and consumer-side tensions
- Provider stakeholder roles: agent, principal, provider sponsor, enabler, and provider-side tensions
Module 3: Experience and the ITIL Four Dimensions
- How experience integrates with all four ITIL dimensions
- Improving experience through people, technology, partners, and value streams
- Applying the Four Dimensions as a governance lens for experience improvement
Module 4: Experience in the ITIL Product and Service Lifecycle
- How value chain activities create experience moments across the lifecycle
- Functional vs. relational interactions
- Stakeholder role mapping and trust requirements across service journey steps
Module 5: Capturing Experience — Evidence, Signals, and Quality
- Key concepts of experience capture
- Identifying and evaluating experience evidence
Module 6: Service Journeys, Relationships, and Agreements
- Service relationships, agreements, and stakeholder journeys
- Roles of consumer and provider stakeholders across the journey
Module 7: Continual Experience Improvement
- Applying the notice–interpret hypothesize–experiment loop within the ITIL Continual Improvement Model
- Improvements by the system vs. improvements to the system
- The role of trust and psychological safety in experience improvement
Module 8: AI, Experience, and Governance
- How AI benefits experience management
- The relationship between AI governance and digital ethics
- The ITIL AI Capability Model and how AI governance supports experience
Module 9: ITIL and Complementary Frameworks
- How ITIL and DevOps work together in product and service lifecycle management
- How ITIL and PRINCE2 complement each other in service delivery
