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Course Overview
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.
Add the PeopleCert Membership+ to your course and receive these additional benefits:
- 1-year PeopleCert membership + Subscription
- 1 Free Exam Retake
Who Should Attend
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.
Course Objectives
- 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
Course Outline
Module 1: ITIL Concepts and the Foundations of Experience
- 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
Module 2: Experience Stakeholders and Tensions
- 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
Module 3: Experience and the ITIL Four Dimensions
- 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
Module 4: Experience in the Product and Service Lifecycle
- Experience moments across lifecycle activities
- Functional versus relational interactions
- Identifying experience friction and broken expectations
- Mapping stakeholder trust requirements across journeys
Module 5: Capturing Experience
- Experience signals, evidence, and quality indicators
- Quantitative and qualitative experience data
- Direct, indirect, and synthetic capture techniques
- Trustworthiness and coherence of experience evidence
Module 6: Service Relationships and Journeys
- 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
Module 7: Digital Experience Improvement
- 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
Module 8: ITIL, AI, and Experience Governance
- AI as an actor in digital experience
- AI governance and ethical considerations
- Automation and decision support in experience management
- Governing experience improvement sustainably