ITIL® Experience (Version 5)

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Course overview

Learn how to design and deliver products and services that prioritise user experience. This ITIL course focuses on integrating experience thinking into service management so organisations can create services that are not only functional, but valuable, useable and aligned with business objectives.

**Available now for pre-order**

ITIL® Experience (Version 5) eLearning purchases are available for pre-order only, ahead of the official eLearning release in January 2027. Once the product is launched, you will receive an email with full access instructions for your chosen course. Your licence period will begin on the day you receive your access email.

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Design services that people value and trust

Organisations increasingly recognise that experience is a key driver of value, trust and adoption. This course helps professionals embed experience thinking into decision-making, service design, and operational improvement. You’ll discover how experience influences every stage of product and service management within the ITIL framework.

Learning objectives

Understand key ITIL concepts for product and service experience
Explain the role of experience in service management
Identify stakeholders across provider and consumer service journeys
Apply the ITIL service journey model to experience design
Analyse common experience challenges and propose practical improvements
Capture and interpret experience evidence from multiple sources
Improve services using the ITIL continual improvement model
Understand the role of AI in experience management
Recognise how ITIL works with DevOps and PRINCE2^® frameworks

What you'll learn

Learn how to improve product and service delivery with a clear focus on how it is experienced by users, customers and employees. You’ll examine service journeys, understand how to capture and interpret experience data, and learn practical ways to identify and resolve experience challenges.

ITIL framework overview

Get an introduction to the core concepts that underpin the ITIL framework. You’ll explore the guiding principles, value system, and the product and service lifecycle. The course also explains how the ITIL four dimensions support effective management of products and services. By understanding these foundations, you will gain insight into how organisations structure, manage, and continually improve services to support business goals.

Key concepts of experience

The course focuses on how people experience products and services and why this matters for service management. You’ll examine how human responses, such as expectations, perceptions, and evaluations, shape the way users and stakeholders interact with services. The training also explores the concept of digital experience and how organisations can consider emotional, cognitive, and contextual factors when designing and delivering services.

Capturing experience

You’ll learn how organisations gather and interpret evidence about how services are experienced in practice. The course explains different ways to capture experience signals, including direct feedback, behavioural data, and observational insights. Explore the different types and quality of experience data and understand how to interpret both numerical and narrative signals.

Service journey

This course explores the service journey from both the provider and consumer perspectives, highlighting how interactions shape overall experience. You will examine the stages of a service journey, from initial exploration through engagement, onboarding, and ongoing co-creation. The course also explains how different stakeholders interact across these stages and how their expectations influence outcomes. By understanding service journeys, professionals can identify friction points and improve how services are delivered and supported.

What's included

Accredited ITIL Experience (Version 5) training
ITIL Experience (Version 5) exam
Official ITIL Experience (Version 5) manual
Tutor support
Optional extras include Take² exam insurance

Key facts

Certification

ITIL Experience (Version 5)

Who it’s for

Individuals involved in the design, delivery and improvement of digital services. It is particularly valuable for those who want to better understand how user and stakeholder experiences influence the success of these services.

Prerequisites

You must have completed the ITIL Foundation (Version 5) certification before taking this course.

Exam information

90 minutes, open book (ITIL Experience official manual only), multiple choice, 40 marks available

Optional extras

Hardcopy of official ITIL Experience (Version 5) manual available for the live virtual classroom and eLearning course, Take² exam insurance

Pre-course

There is no pre-course work for this training course.

FAQs

Learn how to capture and analyse experience insights across service journeys. This course teaches you how to apply ITIL principles to improve digital products and services through better understanding of stakeholder needs.

What is a service journey in ITIL Experience?

In ITIL Experience, a service journey describes the series of interactions that occur between a service provider and consumer over time. It covers the full lifecycle of engagement, from initial exploration through agreement, onboarding, co-creation and reflection. By analysing these stages, organisations can understand how users and stakeholders interact with services, identify points of friction, and improve overall experience.

How do organisations capture and measure service experience?

Organisations capture experience by collecting different types of evidence that show how users and stakeholders interact with services. This can include direct feedback, such as surveys or interviews, behavioural data from systems and platforms, and indirect signals like usage patterns or support requests.

What role does AI play in experience management in ITIL?

AI can support experience management by helping organisations analyse large volumes of service data, identify patterns, and predict potential issues affecting user experience. AI technologies can assist with automation, service monitoring, and insight generation, enabling faster responses to emerging challenges. However, the course also highlights the importance of governance, ethics and responsible AI use to ensure that experience improvements remain transparent and trustworthy.

How is the ITIL Experience exam structured?

The ITIL Experience certification exam is a 90-minute, open book assessment consisting of 40 multiple choice questions. These questions are based on a scenario designed to test candidates’ understanding of ITIL concepts and their ability to apply them in practical situations.

What our customers say

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