Name: ITIL® Experience (Version 5)
Availability: InStock
Rating: 4.6 (5878 reviews)

Duration:

24.00 hours

19.5 CPD hours

Overview:

The ITIL Experience (Version 5) course provides learners with the guidance needed to design, evaluate, and improve digital experiences across the ITIL Product and Service Lifecycle. Participants learn how experiences influence value co creation, trust, and outcomes, and how organizations can govern and improve experience without disrupting delivery or operations. Add the PeopleCert Membership+ to your course and receive these additional benefits: 1-year PeopleCert membership + Subscription 1 Free Exam Retake

Description:

The ITIL Experience (Version 5) course provides learners with the guidance needed to design, evaluate, and improve digital experiences across the ITIL Product and Service Lifecycle. Participants learn how experiences influence value co creation, trust, and outcomes, and how organizations can govern and improve experience without disrupting delivery or operations. Add the PeopleCert Membership+ to your course and receive these additional benefits: 1-year PeopleCert membership + Subscription 1 Free Exam Retake

Course Outline:

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 organizations 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

Available Delivery Options for ITIL® Experience (Version 5)

Live Instructor Led Classroom Online (Live Online)
Traditional Instructor Led Classroom training (TILT/ILT)
Delivery at your offices in United Kingdom
Private dedicated course for your staff

What certification does ITIL® Experience (Version 5) prepare you for?

The ITIL® Experience (Version 5) course helps prepare you for the ITIL Experience (Version 5) certification path.

Which exam does ITIL® Experience (Version 5) prepare you for?

The ITIL® Experience (Version 5) prepares you for the 'ITIL-5-Experience' official exam. You can take this exam at any exam center across United Kingdom including London, Manchester, Birmingham, Edinburgh or live online wherever you are.

How many CPD hours does ITIL® Experience (Version 5) provide?

The 3 day ITIL® Experience (Version 5) course gives you up to 19.5 CPD hours/structured learning hours.

Who is the correct audience for ITIL® Experience (Version 5)?

This course is intended for professionals responsible for shaping, managing, and improving the end-to-end experience of customers, users, and stakeholders when interacting with digital products and IT-enabled services. It is particularly valuable for individuals focused on customer satisfaction, user experience, and value realization across service interactions.

Do you provide training for ITIL® Experience (Version 5)?

Yes, we provide corporate training, dedicated training and closed classes for ITIL® Experience (Version 5). This can take place anywhere in United Kingdom including London, Manchester, Birmingham, Edinburgh or live online.

What is the duration of ITIL® Experience (Version 5)?

The ITIL® Experience (Version 5) training takes place over 3 day(s), with each day lasting approximately 24.00 hours including breaks.

Why are Nexus Human the best provider for ITIL® Experience (Version 5)?

Nexus Human are recognised as one of the best training companies. Our trainers have won awards including Small Firms Best Trainer, national training partner of the year for Ireland, and global top 30 instructor awards in 2012, 2019 and 2021.

Is there a discount code for ITIL® Experience (Version 5)?

Yes, the discount code PENPAL5 is currently available for ITIL® Experience (Version 5) training. Only one discount code can be used per booking.

ITIL® Experience (Version 5)