Strengthen your ability to design, measure and improve digital experiences with ITIL® (Version 5) Experience, focusing on human-centred design, trust and value creation.
This course is available as an in-house corporate programme – contact us to learn more →
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Practical Information
Language: The course is delivered in English.
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Purpose
ITIL® (Version 5) Experience is designed for professionals working with user experience, customer experience, service design, digital products or service management. The course provides a practical approach to designing, measuring, managing and improving experiences across the entire product and service lifecycle.
During the course, you will learn how digital products and services can create greater value by focusing on people, relationships, trust and measurable experience data. You will gain insight into how organisations can apply a structured approach to experience management, ensuring that products and services not only function technically but are also perceived as relevant, trustworthy and valuable by users, customers and other stakeholders.
ITIL® (Version 5) Experience integrates human-centred and AI-aware design into digital product and service management, enabling organisations to strengthen trust, experience and measurable value throughout the entire lifecycle.
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Benefits
After completing the course, you will have a stronger understanding of how digital experiences can be designed, evaluated, managed and continually improved.
You will gain knowledge of how to:
- Understand the core concepts of digital experience and experience value.
- Manage experiences as an integral part of product and service management.
- Analyse how experiences influence value creation, trust and business outcomes.
- Identify the needs, expectations and tensions of different stakeholder groups.
- Apply the ITIL® Four Dimensions as a framework for improving experiences.
- Map service journeys, touchpoints and relationship-based experiences.
- Collect and evaluate experience data, signals and quality indicators.
- Apply continual improvement principles to digital experiences.
- Understand how AI, automation and governance influence user and customer experiences.
- Learn how ITIL® integrates experience thinking with DevOps, AI and project management.
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Course Content
The course provides a comprehensive introduction to the key concepts, models and methods of ITIL® (Version 5) Experience.
Core ITIL® Concepts and Experience Management
Gain a clear understanding of core ITIL® concepts, the ITIL® Value System, digital products and services, and how experience is understood as the human response to interactions and outcomes.
Experience Stakeholders and Expectations
Explore the roles, needs and expectations of different stakeholders—including users, customers, sponsors and suppliers—and understand how differences in expectations influence trust, engagement and perceived value.
Experience and the ITIL® Four Dimensions
Learn how experiences are shaped by organisations and people, information and technology, partners and suppliers, and value streams and processes. The Four Dimensions are used as a governance lens for experience improvement.
Experience Across the Product and Service Lifecycle
The course explores how experiences emerge and evolve throughout different stages of the product and service lifecycle, helping you identify friction points, broken expectations and critical moments in the user or customer journey.
Collecting Experience Data
Gain insight into how organisations can collect and evaluate experience signals, evidence and quality indicators. This includes both quantitative and qualitative data, as well as direct, indirect and synthetic measurement methods.
Service Relationships and Journeys
The course explores service relationships, service agreements and stakeholder journeys from an experience perspective. You will learn to understand the touchpoints, relationships and journeys that shape the overall experience.
Digital Experience Improvement
Learn how continual improvement can be applied to experience management through experimentation, learning loops, local adaptation, trust and psychological safety.
AI and Experience Governance
The course examines AI as part of the digital experience and explores how AI governance, ethics, automation and decision support can be applied responsibly within experience management.
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Target Audience and Prerequisites
This course is relevant for professionals working with digital products, services, user experience, customer experience, service design, transformation or leadership who want a stronger framework for creating experiences that support both user needs and organisational objectives. It is particularly valuable for those who want to understand how experiences influence value creation, adoption, trust, relationships and business outcomes in modern digital organisations.
The course is particularly relevant for:
- Service Managers
- Service Designers
- Experience Managers
- Customer Experience Managers
- User Experience Managers
- Product Managers
- Product Owners
- Digital Transformation Managers
- IT Service Managers
- Business and IT Consultants
- Enterprise Architects
- Managers and specialists responsible for digital products and services
Please note: To attend this course, you must have a relevant ITIL® qualification. You must hold either any ITIL® 4 certification, ITIL® Foundation (Version 5), or ITIL® Foundation (Version 5) Bridge.
If you are unsure whether your current ITIL® certification qualifies you for this course or the examination, we will be happy to help. Please contact us at info@peopleteam.dk.
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Course Information
Language
The course is delivered in English.
Course Materials
Course materials are included in the course fee, and you will receive access well before the course starts.
The materials are provided electronically, and you are required to bring your own laptop.
Examination
You will receive exam vouchers, allowing you to schedule your exam yourself. The exam is delivered online as a web-proctored examination (read more here >>).
The examination is conducted in English.
The examination consists of:
- 40 multiple-choice questions
- 90 minutes
- Open book
- Pass mark: 70%
Accreditation
Peopleteam is accredited by PeopleCert to deliver this course.
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If you would like to learn more about this course as an in-house corporate programme, please contact Jens Severinsen by email at jens@peopleteam.dk or by phone on +45 42 75 44 14. The course can be tailored to your organisation.
Related Courses
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.