ITIL® Experience Version 5

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.

Upon completing the course, participants should be able to:

• Explain core ITIL concepts from an experience management perspective
• Describe how experience influences digital products, services, relationships, and service journeys
• Explain how experience is captured, measured, and governed across lifecycle stages
• Apply experience frameworks and continual improvement to strengthen the quality of digital interactions
• Explain how AI, DevOps, and project management integrate with ITIL for value creation

• IT & Service Professionals — IT managers, service managers, service owners, experience leads
• Design & Product Teams — UX practitioners, product managers, digital transformation leads, DevOps practitioners
• Business & Strategy Roles — business analysts, enterprise architects, CX consultants, senior IT advisors
• Governance & Compliance Professionals — AI governance leads, risk managers, digital ethics officers, IT compliance specialists

• ITIL Foundation Version 5 certificate is required.

Module 1: ITIL Foundation Recap & Experience Overview

• Key ITIL concepts reviewed from an experience perspective
• Key concepts of experience and how it arises from anticipation, perception, and evaluation

Module 2: Experience Stakeholders and Tensions

• Consumer stakeholder roles: users, customers, consumer sponsors, and consumer-side tensions
• Provider stakeholder roles: agent, principal, provider sponsor, enabler, and provider-side tensions

Module 3: Experience and the ITIL Four Dimensions

• How experience integrates with all four ITIL dimensions
• Improving experience through people, technology, partners, and value streams
• Applying the Four Dimensions as a governance lens for experience improvement

Module 4: Experience in the ITIL Product and Service Lifecycle

• How value chain activities create experience moments across the lifecycle
• Functional vs. relational interactions
• Stakeholder role mapping and trust requirements across service journey steps

Module 5: Capturing Experience — Evidence, Signals, and Quality

• Key concepts of experience capture
• Identifying and evaluating experience evidence

Module 6: Service Journeys, Relationships, and Agreements

• Service relationships, agreements, and stakeholder journeys
• Roles of consumer and provider stakeholders across the journey

Module 7: Continual Experience Improvement

• Applying the notice–interpret–hypothesize–experiment loop within the ITIL Continual Improvement Model
• Improvements by the system vs. improvements to the system
• The role of trust and psychological safety in experience improvement

Module 8: AI, Experience, and Governance

• How AI benefits experience management
• The relationship between AI governance and digital ethics
• The ITIL AI Capability Model and how AI governance supports experience

Module 9: ITIL and Complementary Frameworks

• How ITIL and DevOps work together in product and service lifecycle management
• How ITIL and PRINCE2 complement each other in service delivery