ITIL® (Version 5) Experience is the advanced module dedicated to managing stakeholder experience in the digital services ecosystem. This intensive course helps you understand how to design, measure, and improve the experience of customers, users, partners, and internal teams, connecting service management, perceived value, and business outcomes.

Course Duration: 14 hours | Exam Duration: 90 minutes | Language: Italian / English | Exam Language: ITA / ENG

Course Overview

ITIL Experience (Version 5) addresses how people "live" technology and what needs to improve. It focuses on embedding human-centred and AI-aware design across digital products and services, recognizing that functional success alone is not enough. How services are perceived, trusted, and engaged with directly influences the value they create.

• Core concepts of digital experience and experience value
• Experience integration with the ITIL Product and Service Lifecycle
• Experience governance, signals, and continual improvement
• Stakeholder roles, expectations, and journey mapping
• Capturing experience signals and evidence (quantitative and qualitative)
• AI governance and ethical considerations in experience management

Course Objectives

The goal is to develop competencies for understanding, designing, and improving stakeholder experience in digital services. The module explores how perceived service quality depends not only on operational efficiency but also on interactions, communication, expectations, and the ability to generate trust and satisfaction.

Upon applying what you learn in your work context, you will be able to:

• Understand key concepts of product and service experience
• Explain the role of Experience in Service Management
• Identify stakeholder journeys for providers and consumers
• Apply the service journey model to experience design
• Analyze and propose practical improvements to common experience challenges
• Capture evidence and interpret across multiple experience sources
• Use the continual improvement model to enhance services
• Understand how AI, automation, and frameworks (DevOps, PRINCE2) support experience management

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 Syllabus

• 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

Certification Path

ITIL Experience (Version 5) is one of the modules within the ITIL Managing Professional stream. Completing ITIL Experience together with ITIL Product, ITIL Service, and ITIL Transformation leads to the ITIL Managing Professional designation. The course also contributes to the ITIL Master (Version 5) designation.

Prerequisites: Any ITIL 4 certification OR ITIL Foundation (Version 5) OR ITIL Foundation Bridge (Version 5).

Teaching Approach

The course is practical and interactive, featuring case studies, guided discussions, application examples, and exam simulations to transfer concepts into real work contexts. Exercises follow each section to consolidate learning and familiarize you with the module language and exam question format.

Instructors

BITIL.COM instructors are accredited for ITIL teaching and have years of experience in IT Service Management, service design, operations, governance, and digital transformation.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.