ITIL Experience (Version 5)

About Course

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.

The virtual format combines immersive instruction with structured official study aids, sample exams, and an interactive online learning environment designed to maximize knowledge retention. Whether you are looking to validate your expertise in experience design, optimize user journeys through the ITIL Four Dimensions, or achieve an elite industry-recognized certification, this course provides a direct and efficient path to reaching your professional goals.

Peoplecert e-Learning Environment

18 hours of interactive content
Self-paced learning with bite-sized modules
Practical exercises and quizzes
Scenario-based case studies
Real-time progress tracking
Embedded glossary with the key terminology
Seamless, device-friendly integration

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.

Course Content

Introduction to ITIL

Introduction to digital experience

Capturing digital experience

Service journey: the organizations’ perspective

Service journey: the stakeholders’ perspective

Improving digital experience

Digital experience improvement scenarios

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