Course Description
Objectives
All our courses have a strong practical component. The theoretical part is constantly complemented by exercises on real experience management and service design scenarios.
The skills acquired, when applied to your own work context, can contribute to:
- Understanding key concepts of product and service experience
- Explaining the role of Experience in Service Management
- Identifying stakeholder journeys for providers and consumers
- Mastering ITIL v5 Experience terminology and framework structure
- Applying the service journey model to experience design
- Analyzing and proposing practical improvements to common experience challenges
- Capturing evidence and interpreting across multiple experience sources
- Using the continual improvement model to enhance services
- Understanding how AI, automation, and frameworks (DevOps, PRINCE2) support experience management
At the end of each section, there will be a hands-on exercise to consolidate the concepts covered and familiarize participants with the exam question format.
This course leads to the ITIL® Experience (Version 5) certification exam, which is part of the ITIL Managing Professional stream. Passing this exam allows you to continue on to advanced modules (ITIL Managing Professional, ITIL Strategic Leader, ITIL Master).
Who Should Attend
- Service Managers and Customer Experience (CX) Managers
- User Experience (UX) and Digital Product Managers
- ITSM professionals focused on stakeholder engagement
- Service Design and Service Owners
- Quality, improvement, and governance managers
- Anyone seeking to strengthen human-centred design in digital service management
Course Contents
- Introduction to experience management in ITIL v5
- Experience, perception, and value: how stakeholder experience forms
- ITIL concepts, guiding principles, and the ITIL Value System
- Digital products, digital services, and the Product and Service Lifecycle
- Stakeholder roles and experience tensions
- Experience and the ITIL Four Dimensions
- Customer journey and touchpoints in digital services
- Relationship between service quality and perceived experience
- Communication, expectations, and trust
- Feedback loops and stakeholder listening
- Measuring experience: indicators, signals, and interpreting results
- Continuous improvement of experience
- Integration with service management, service design, and stakeholder engagement
- AI and experience governance
- Exercises and exam simulations
Instructors
BITIL.COM instructors are accredited ITIL trainers (Accredited Trainer) certified by PeopleCert to teach and supervise certification exams. They are specialists in IT Service Management with many years of experience in service design, stakeholder engagement, user experience, and digital transformation across medium and large IT organizations.
This ITIL® course is offered by BITIL.COM, an Accredited Training Organization (ATO) of PeopleCert.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
