ITIL & Service Management
ITIL® Experience (Version 5)
Design and improve the experience of digital services with ITIL Version 5.
3 daysIntermediate8 modules
About this course
Design and improve the experience of digital services with ITIL Version 5. You will understand experience value and stakeholders, connect experience to the four dimensions and the lifecycle, and capture and act on experience data.
What you'll learn
- 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
Curriculum
8 modules
- 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
Who it's for
Service owners, product managers and CX professionals.
Before you start
- Participants must hold ITIL 4 Foundation or ITIL (Version 5) Foundation certification
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