ITIL® Experience (Version 5)

This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.

Core Themes

• A shift from transactional service and product delivery to experience-driven value co-creation
• Embedding user-centric thinking across initiatives and activities
• Scalable, human-focused product and service design and continual improvement
• Alignment of operational processes with emotional, cognitive, and social experiences
• Employee experience as a key predictor of user experience

Benefits

• Enables the design, delivery, and continual improvement of meaningful digital experiences by embedding experience thinking into products and services
• Connects decision-making to real-world outcomes, improving returns, sharpening positioning, and strengthening executive alignment
• Improves time to market by reducing rework and improving the relevance, usability, and satisfaction of what is delivered
• Builds trust by treating experience as an integral part of the service, making digital technology more human and reducing the frequency of issues

Learning outcomes

After taking this course, you will have a thorough understanding of:

• The core ITIL concepts from an experience management perspective
• How experience influences products, services, relationships, and journeys
• How experience is captured, measured, and governed
• The experience frameworks and continual improvement to enhance experience
• How AI, DevOps, and project management integrate with ITIL for value creation.

Who should attend

• Strategy professionals
• Product professionals
• Service professionals

Course contents

1. Foundation recap and Experience overview
2. Experience stakeholders and tensions
3. Experience and the ITIL Four Dimensions
4. Experience in the ITIL Product and Service Lifecycle
5. Capturing experience: evidence, signals, and quality
6. Service journeys: relationships, agreements, and stakeholder journeys
7. Continual experience improvement
8. AI, experience, and governance
9. ITIL and other Frameworks

Inclusions

All participants will receive:

• E-COPY: Comprehensive Course Workbook
  E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.
• E-COPY: Official ITIL Experience Textbook
• Practice Examinations
• ITIL Experience (Version 5) Certificate Exam Voucher
  • Available to purchase via PeopleCert – Take2 Re-sit Exam option.
  • Or purchase a PeopleCert Plus Membership via ALC to receive Take2 plus many more benefits
• Post Course Support