ITIL® Experience (Version 5) Certification Training

Module 1: ITIL Concepts and the Foundations of Experience

• Key ITIL concepts, guiding principles, and the ITIL Value System
• Digital products, digital services, and the Product and Service Lifecycle
• Experience as a human response to interactions and outcomes
• Anticipation, perception, and evaluation in experience management

Module 2: Experience Stakeholders and Tensions

• Consumer and provider roles in experience management
• Users, customers, and sponsors and their differing expectations
• Provider roles and experience responsibilities
• Common experience tensions and their impact on trust and engagement

Module 3: Experience and the ITIL Four Dimensions

• How experience is shaped across organisations and people
• Experience considerations in information and technology
• Experience impacts of partners and suppliers
• Using the Four Dimensions as a governance lens for experience improvement

Module 4: Experience in the Product and Service Lifecycle

• Experience moments across lifecycle activities
• Functional versus relational interactions
• Identifying experience friction and broken expectations
• Mapping stakeholder trust requirements across journeys

Module 5: Capturing Experience

• Experience signals, evidence, and quality indicators
• Quantitative and qualitative experience data
• Direct, indirect, and synthetic capture techniques
• Trustworthiness and coherence of experience evidence

Module 6: Service Relationships and Journeys

• Service relationships and agreements from an experience perspective
• Service journeys across consumer and provider roles
• Journey stages and experience touchpoints
• Practical implications for experience design

Module 7: Digital Experience Improvement

• Applying the continual improvement model to experience
• Experimentation, learning loops, and local adaptation
• Trust and psychological safety in experience improvement
• Differentiating system‑level and local improvements

Module 8: ITIL, AI, and Experience Governance

• AI as an actor in digital experience
• AI governance and ethical considerations
• Automation and decision support in experience management
• Governing experience improvement sustainably