Overview
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.
Throughout this comprehensive virtual program, participants will dive deep into modern digital experience management, mastering how customer perception, engagement, and emotional responses shape long-term value co-creation. As organizations face rapid digital transformations, this course equips you with the structured frameworks and human-centric competencies needed to navigate complex user journeys, evaluate experience evidence, and foster trusted relationships across all operational dimensions.
What will you learn
- Learn how experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co‑creation over time.
- Discover how service journeys, experience moments, and functional and relational interactions emerge across lifecycle stages.
- Analyze how to apply criteria such as trustworthiness and coherence to evaluate experience evidence.
- 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.
- 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.
- Gain an in-depth understanding of continual experience improvement using the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.
- Explore the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience in real journeys.
- Examine experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience.
- Explore how AI affects trust, perception, and experience, and how AI governance and digital ethics ensure responsible and transparent use.
Who should attend
The ITIL® (version 5) Experience e-learning course is aimed at IT Service Management practitioners involved in managing the operation and end-to-end delivery of IT-enabled digital products and services.
Prerequisites
- Any ITIL 4 certification or ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5)
- Training through an Accredited Training Organization or ITIL Official eLearning
- Exam results will not be released without proof of completion.
Training materials
- Peoplecert official ITIL5® Experience Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
- Peoplecert ITIL5 Experience online training environment
- Peoplecert official ITIL5 Experience Book (Digital Version)
- ITIL5® Experience Exam Voucher to take the exam within 12 months after completing the course
Trainer
Language
- This course is given in English with English courseware.
Price
- The price mentioned is without VAT.
- VAT may be added, depending on your location.
- We will contact you after receiving your booking to give you the final price.
- You can also buy course vouchers in advance and use these vouchers to buy any course in the future.
- Do you have a group of at least 3 participants? Ask use for a group discount !!