ITIL v5 Experience Certification Course with Exam

ITIL (Version 5) Experience introduces core ITIL concepts from an experience management perspective. Candidates learn how experience influences products, services, relationships, and journeys, and can explain how experience is captured, measured, and governed. Candidates explore the roles, needs, and tensions of consumers and providers and how these shape service relationships and agreements. The ITIL Service Journey Model is introduced and used to map and improve experience signals.

Module 1: Key concepts of ITIL (Version 5) and Experience

• Digital products, digital services, and their key characteristics
• How digital products and services create value through service offerings
• The purpose and structure of the ITIL Product and Service Lifecycle Model
• The value chain activities and how they create value through products and services
• What experience is and the concepts of digital experience
• The ITIL Experience Model
• Anticipation, perception, and evaluation within the context of experience management

Module 2: Experience Stakeholders and Tensions

• The roles of key experience stakeholders involved in service relationships
• The tensions that may arise between them
• The roles of consumer stakeholders (users, customers, and customer sponsors) and the typical tensions that occur on the consumer side
• The roles of provider stakeholders (agent, principal, provider sponsor, and enabler) and the typical tensions that occur on the provider side

Module 3: Experience and the ITIL Four Dimensions

• How experience is integrated into, influences, and is reflected across all ITIL Four Dimensions
• How the organizations and people dimension shapes perceived experience
• How the partners and suppliers dimension shapes perceived experience
• How the information and technology dimension shapes perceived experience
• How the value streams and processes dimension shapes perceived experience
• Applying the Four Dimensions as a governance lens to support experience improvement initiatives

Module 4: Experience in the ITIL Product and Service Lifecycle

• How the value chain activities (discover, design, acquire, build, transition, operate, deliver, and support) create distinct experience moments across the product and service lifecycle
• Distinguishing between functional and relational experience drivers
• Analyzing typical experience frictions, such as broken expectations, unclear agreements, and ineffective reflection loops, and propose appropriate mitigation approaches
• Applying stakeholder role mapping (user, customer, sponsor, agent, principal, provider sponsor, enabler) to identify differing trust requirements across the service journey steps
• Differentiating between functional and relational interactions

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

• The purpose of experience capture, its inherent limitations, and the role of metrics and experience domains
• The types, sources, tiers, roles, and tools involved in collecting experience evidence
• Experience capture techniques, data quality considerations, and common anti-patterns
• Applying trustworthiness and coherence criteria to evaluate experience evidence

Module 6: Service Journeys: Relationships, Agreements, and Stakeholder Journeys

• The four experience domains and explain service relationships and agreements from an experience perspective
• The ITIL Service Journey Model, including its steps, stakeholder journeys, and the influence of relationship types on experience
• Consumer and provider stakeholder journeys, including concerns, anti-patterns, and practical implications for providers
• Applying the ITIL Service Journey Model to map experience signals across provider and consumer perspectives

Module 7: Continual Experience Improvement

• Applying the notice – interpret – hypothesize – experiment experience improvement modes to drive experience improvement
• Differentiating between improvements by the system and improvements to the system
• The role of trust and psychological safety in enabling continual experience improvement
• How the ITIL Value System (ITIL VS) can be adapted for experience across all four dimensions

Module 8: AI, Experience, and Governance 

• How AI supports experience management, including experience capture, measurement, and service journeys
• The relationship between AI governance, digital ethics, and the ITIL AI Capability Model

Module 9: ITIL and Other Frameworks

• How ITIL and DevOps complement each other across the product and service lifecycle
• How ITIL practices collaborate with DevOps ways of working
• The importance of project management within the ITIL framework
• How ITIL can be combined with PRINCE2 to deliver products and services