ITIL Experience (Version 5)

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.