Course Overview
ITIL Experience (Version 5) offers you the expertise you need to embed human-centred and AI-aware design into digital products and services, to align trust, perception, and value across the lifecycle.
Course Outline
- Experience as a human response
Learn how experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co creation over time. - Digital experience and its value
Develop a clear understanding of digital experience as feelings, thoughts, and bodily responses to interactions with digital products and services, and why it matters for value and trust. - Stakeholder perspectives
Explore the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience in real journeys. - Experience in the Lifecycle
Discover how service journeys, experience moments, and functional and relational interactions emerge across lifecycle stages. - Experienced drivers
Understand how experience is shaped across the ITIL Four Dimensions of Product and Service Management (organizations and people, information and technology, partners and suppliers, and value streams and processes) and how each dimension contributes to improving experience. - Experience capture
Examine experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience. - Trustworthiness and coherence
Analyse how to apply criteria such as trustworthiness and coherence to evaluate experience evidence. - Continual experience improvement
Gain an in-depth understanding of continual experience improvement using the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model. - AI and experience
Explore how AI affects trust, perception, and experience, and how AI governance and digital ethics ensure responsible and transparent use.
Course Objective
- Experience accountability
Organize roles, responsibilities, and accountability for experience across stakeholders and service journey stages. - Evidenceinformed decision making
Develop the expertise to work with experience capture, recognize experience evidence, and use narrative and numerical signals to understand people’s real responses. - Trust-Centered Design
Learn how to embed transparency, emotional clarity, and psychological safety into digital interactions.
Target Group
Product Manager, Product Owner, Portfolio Manager, Chief Digital Officer, IT Operations Manager, Service Delivery Manager, Customer Experience (CX) Lead, Digital Experience Manager, Transformation Lead, AI Governance Lead.
Pre-requisite
Any ITIL 4 certification, or ITIL Foundation (Version 5), or ITIL Foundation Bridge (Version 5)
Exam Details
- Format: Multiple-choice exam — Open book*
- Number of Questions: 40 questions
- Duration: 90 minutes
- Passing Score: 70% (28 out of 40 correct)
- Certificate: ITIL Experience (Version 5)
- Exam Language: Available in English
Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training
Why SkillMetrix?
Accredited
Training Centre
Multiple
Training Delivery
100%
Passing Warranty
