ITIL®5 Experience [EN]

Why take this course

ITIL Experience (Version 5) offers you the expertise you need to embed human-centred and AI-aware design into digital products and services, to align trust, perception, and value across the lifecycle.

What you’ll learn

• Experience as human response – Learn how experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co‑creation over time.
• Digital experience and its value- Develop a clear understanding of digital experience as feelings, thoughts, and bodily responses to interactions with digital products and services, and why it matters for value and trust.
• Stakeholder perspectives – Explore the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience in real journeys.
• Experience in the Lifecycle – Discover how service journeys, experience moments, and functional and relational interactions emerge across lifecycle stages.
• Experience drivers – Understand how experience is shaped across The ITIL Four Dimensions of Product and Service Management (organizations and people, information and technology, partners and suppliers, and value streams and processes) and how each dimension contributes to improving experience.
• Experience capture – Examine experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience.
• Trustworthiness and coherence – Analyze how to apply criteria such as trustworthiness and coherence to evaluate experience evidence.
• Continual experience improvement – Gain an in-depth understanding of continual experience improvement using the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.
• AI and experience – Explore how AI affects trust, perception, and experience, and how AI governance and digital ethics ensure responsible and transparent use.

Who is this course for

• IT & Service Management Professionals: ITSM managers, service owners, and service delivery managers looking to enhance service quality.
• Product Managers/Owners: Individuals managing the full lifecycle of digital products, focusing on experience-led value.
• UX/CX Professionals: Specialists focused on user experience, customer experience, and human-centred design.
• Transformation/Strategic Leaders: Individuals (CIOs, CDOs) responsible for organizational change and ensuring technology brings measurable value.
• DevOps & Digital Teams: Professionals bridging development and operations who want to enhance engagement and user satisfaction.

Topics covered

• ITIL Foundation recap and Experience overview
• Experience stakeholders and tensions
• Experience and the ITIL Four Dimensions
• Experience in the ITIL Product and Service Lifecycle
• Capturing experience: evidence, signals, and quality
• Service journeys: relationships, agreements, and stakeholder journeys
• Continual experience improvement
• AI, experience, and governance
• ITIL and other frameworks