ITIL® Experience Version 5 is an advanced, instructor-led training programme designed for professionals who want to create exceptional customer and stakeholder experiences through modern IT Service Management (ITSM). Building on the knowledge gained in ITIL Foundation Version 5, this course focuses on experience management as a key driver of business value in today's digital economy.
In an increasingly competitive and experience-driven marketplace, delivering reliable digital services is no longer enough. Organizations must understand how customers perceive every interaction throughout the service lifecycle and continuously improve those experiences. This course introduces practical frameworks that help organizations design human-centered services, strengthen customer relationships, and create sustainable business value through exceptional service experiences.
Throughout this three-day programme, participants explore how experiences are created, measured, and continuously improved across digital products and services. Learners gain practical knowledge of stakeholder journey mapping, experience measurement, service relationships, and continual improvement while integrating modern concepts such as Artificial Intelligence (AI), DevOps, digital ethics, and governance into ITIL practices.
Training Duration: 3 Days
- Certificate Of Completion Available
- Group Private Class
- VILT Class Available
- SBL-Khas Claimable
The ITIL® Experience (Version 5) course focuses on creating, managing, and improving meaningful experiences across digital products and services. In today's experience-driven economy, customer satisfaction, user engagement, and stakeholder perception are critical factors in determining business success. This course provides a practical framework for understanding how experiences are shaped throughout the product and service lifecycle and how they contribute to value creation.
Participants will learn how to design experience-centric services, map stakeholder journeys, capture experience feedback, and improve interactions across digital touchpoints. The course explores experience management principles, value co-creation, service interactions, customer journeys, and human-centered approaches that help organizations deliver services that are not only efficient but also memorable and impactful.
Designed for Service Managers, Product Managers, Experience Managers, Customer Success Professionals, Digital Transformation Leaders, and anyone responsible for delivering customer-focused digital services, this course helps organizations strengthen customer loyalty, improve stakeholder satisfaction, and create sustainable business value through exceptional service experiences. It also supports professionals seeking to advance their ITIL expertise in modern, AI-enabled, and experience-led environments.