ITIL (Version 5) Experience course is suitable for individuals new to ITIL as well as teams transitioning from ITIL 4 who want to strengthen the connection between service performance and stakeholder experience. This course is ideal for professionals involved in customer experience, employee experience, service design, and relationship management, emphasizing experience-led decision-making as a core driver of value.

ITIL (Version 5) Experience Course - Includes Exam Voucher

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Delivered virtually in U.S. friendly time zones. Class includes exam voucher.

The ITIL® (Version 5) Experience certification class is one of the Managing Professional courses in the ITIL (Version 5) qualification scheme. This course provides the expertise needed to embed human-centered and AI-aware design into digital products and services, to align trust, perception, and value across the lifecycle.

Interactions with or in the context of digital products and services influence relationships between providers and consumers. Positive experiences build trust and loyalty; negative ones create distance and disengagement. Experience is not only about satisfaction; it shapes sentiment and advocacy and influences whether people continue to engage with the product, the service, and the organization.

Digital experience is defined as how a person feels, thinks, and bodily responds to interactions with digital products and services, as well as their responses to the co-creating organization and to the outcomes of these interactions. These responses are influenced by how the person anticipates, perceives, and evaluates these interactions and outcomes within the context of the provider-consumer relationship, as well as by their emotional, cognitive, and bodily state, both past and present.

This course builds on traditional ITIL by integrating human experience into the design and delivery of digital products and services. It recognizes that functional success alone is not enough; how services are perceived, trusted, and engaged with directly influences the value they create. By combining human emotions, behavior, and trust with traditional concerns, such as performance, cost, and reliability, ITIL Experience provides practical guidance for embedding experience-focused thinking into everyday strategy, product development, and service management, supporting business outcomes without compromising human dignity.

“ITIL (Version 5) Experience provides candidates with the guidance needed to create products and services that feel as good as they function. This qualification also provides practical direction to help candidates align people, processes, and technology, creating user-centric, outcome-driven experiences.” — Course Overview

Audience: ITIL Experience training is designed for individuals working in organizations that design, deliver, operate, and continually improve digital products and services and want to better understand how experience influences those products and services and the organization’s relationship with consumers.

This course is also for individuals tasked with capturing, analyzing, and improving experiences and for anyone leveraging human-centered design for digital products and services. Related roles include Experience Leads, Solutions Architects, Product Owners, Service Delivery and Management Professionals, Practice Owners, Business Relationship Managers, Customer Success Managers, Digital Transformation Managers, Integration Managers, AI Governance Managers, IT Directors, Chief Digital Officers, Chief Experience Officers, Employee Experience Managers, UX/CX Professionals, Service Designers, and Customer Journey Owners.

Course Objectives:The learning objectives of ITIL Experience include an understanding of:

  • Experience stakeholders and tensions
  • Experience and the ITIL Four Dimensions
  • Experience in the ITIL Product and Service Lifecycle
  • Capturing experience: evidence, signals, and quality
  • Service journeys: relationships, agreements, and stakeholder journeys
  • Continual experience improvement
  • AI, experience, and governance

ITSM Academy's ITIL Experience class includes experiential assignments, GAME ON! An Interactive Learning Experience® and access to ITSM Academy’s Learner Portal.

Memory exercises, study aids, and games are also included to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include fill-in-the-blank, matching, and exam prep questions. Some are completed as interactive in-class exercises, and some are utilized as homework.

Enhanced in-house by the ITSM Academy content team, our course covers all the material specified in the ITIL (Version 5) Experience syllabus and prepares attendees to successfully achieve their ITIL Experience certification. See the full class outline below.

Course / Student Materials:

  • Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools
    • Digital learner manual (excellent post-class reference)
    • ITIL (Version 5) Experience Reference Card
    • ITIL Service Journey Reference Guide
    • Research Paper - WhatIs? ITIL (Version 5)
    • Learner Personal Action Plan
    • Memory exercises, study aids, and sample exams
    • Instructor-led education and exercise facilitation
  • GAME ON! An Interactive Learning Experience®
  • Participation in unique in-class assignments 
  • In-class exam preparation
  • Exam voucher, which includes access to the official digital eBook (upon redeeming voucher)
  • PeopleCert Plus Annual Membership (optional)

Prerequisites: 

  • ITIL 4 Foundation or ITIL (Version 5) Foundation
    • Even if your ITIL Foundation certificate is expired, you can still attend any higher level ITIL (Version 5) course from ITSM Academy. Every successful pass of an ITIL PeopleCert exam will extend the previous expired certificates to the renewal date of the most recent ITIL PeopleCert exam.
  • Attend accredited training course (mandatory) Official ITIL (Version 5) hardcopy books from ITSM Academy, including Product, Service, Experience, Strategy, and Transformation publications for certification preparation and professional reference.
  • Complete pre-class reading assignment
  • Familiarity with some aspect of IT management, product management, service management, or experience management is recommended.

ITIL (Version 5) certification courses prepare professionals to lead digital product and service management (DPSM) in AI-enabled, value-driven organizations.

Certification: Learners earn their ITIL (Version 5) Experience certificate by achieving a passing score (70%) on a 90-minute, 40-question open-book examination. Read more about the open book exam experience.

>>Official ITIL publications are available for learners who would like access to the reference materials for their open-book exam. You can purchase them here.<< 

Professional Education Hours: Individuals attending this class will earn 24 professional education hours (e.g., CPDs, PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable. Successful candidates with a PeopleCert Plus Annual Membership can log continuous professional development (CPD) points against their certificate in PeopleCert's Continuing Professional Development (CPD) program to satisfy the program’s renewal requirements.

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Let's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under the ITSM Academy Terms of Use as indicated on the material.

 Instructors: As with all ITSM Academy training, our instructors are all IT product and service management experts, and ITIL Managing Professionals with years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-world stories and scenarios. Utilizing the highest quality content, this training style encourages active group participation. Alumni complete class prepared to pass the exam, but more importantly, with a wealth of practical knowledge.

Course Logistics:

Learners should only commit to classes they are prepared to attend. ITSM Academy Open Enrollment Class Terms and Conditions.

 WhatIs? ITIL (Version 5) Qualification Scheme  Intro to ITIL (Version 5)
 

ITIL® (Version 5) Experience Certification Course Outline

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 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

➤ Press Release: ITSM Academy Announces Launch of ITIL (Version 5) Foundation Training in the United States

 
ITSM Academy, a PeopleCert Authorized Training Organization (ATO), delivers ITIL (Version 5) Experience training as live, instructor-led virtual classes scheduled for U.S.-based learners and teams. Classes run in U.S. time zones and include the official exam voucher. 

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