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.
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ITIL® Experience (Version 5)
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Course overview
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 for the live virtual classroom 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.
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