ITIL® Experience (Version 5)
Learn to embed human-centred and AI-aware design into digital products and services, aligning trust, perception and value across the lifecycle.
- Accredited ITIL® training
- Exam voucher included
- Taught in English
Human-centred experience
Embed human-centred, AI-aware design into digital products and services across the lifecycle.
Trust and perception
Understand how perception, engagement and emotional responses shape trust and long-term value co-creation.
Exam included
Your exam voucher is part of the course and can be used within 12 months of finishing it.
At a glance
About the course
ITIL® Experience (Version 5) gives you the expertise to embed human-centred and AI-aware design into digital products and services, so that trust, perception and value stay aligned across the lifecycle.
You learn how customer perception, engagement and emotional responses shape long-term value co-creation, and gain the frameworks to navigate complex user journeys, evaluate experience evidence and build trusted relationships across all operational dimensions.
What will you learn?
How experience arises
How anticipation, perception and evaluation shape engagement, trust and value co-creation over time.
Journeys and moments
How service journeys, experience moments and functional and relational interactions emerge across the lifecycle.
Evaluating experience evidence
Apply criteria such as trustworthiness and coherence to evaluate experience evidence.
Digital experience
Digital experience as feelings, thoughts and bodily responses to digital products and services, and why it matters.
The four dimensions
How each of the ITIL four dimensions of product and service management shapes and improves experience.
Continual experience improvement
The notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.
Roles and tensions
The roles, needs and tensions of users, customers, sponsors and providers in real journeys.
Capturing experience
Experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience.
AI, trust and ethics
How AI affects trust and perception, and how AI governance and digital ethics ensure responsible use.
Who should attend
This course is for IT service management practitioners involved in managing the operation and end-to-end delivery of IT-enabled digital products and services:
- IT service management practitioners
- People who manage the operation of digital products and services
- People responsible for the end-to-end delivery of IT-enabled products and services
Prerequisites
Any ITIL 4 certification, ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5). Exam results are only released with proof of completed training through an accredited training organisation or ITIL official eLearning.
What is included
Official Learner Workbook
PeopleCert’s ITIL® Experience (Version 5) workbook, with the syllabus, a quick reference guide and two sample exams.
Online training environment
Access to the PeopleCert ITIL Experience (Version 5) online training environment.
Official ITIL Experience book
The digital edition of the official ITIL Experience (Version 5) book.
Exam voucher
Take the ITIL Experience exam within 12 months after completing the course.
Booking for a group?
Prices are shown without VAT; VAT may be added depending on your location. After your booking we contact you with the final price. You can also buy course vouchers in advance and use them for any future course. Do you have a group of at least three participants? Ask us for a group discount.
Your trainer
Robert Edward Pinnington is your trainer for this course.
Language
This course is given in English with English courseware.