The exam voucher is included in the training’s price. 

ITIL® Experience (Version 5) is one of the three core modules — alongside ITIL Product and ITIL Service — that lead to the ITIL Managing Professional (Version 5) designation (together with the universal ITIL Transformation module). Where earlier versions of ITIL treated customer and user experience as a topic woven across several practices, Version 5 elevates it to a standalone discipline with its own body of knowledge.

This course equips professionals to treat experience — user, customer, and employee — as a strategic capability rather than an afterthought. Participants learn to design, deliver, measure, and continually improve service experiences across the full digital product and service lifecycle, using value co-creation, service journeys, feedback and sentiment data, and responsible, transparent use of AI. The guiding idea: in modern digital environments, technology is judged not only by what it does, but by how it feels — and how it feels is manageable, measurable, and improvable.

This 4-day on-site format extends the standard delivery with additional applied workshop time, case studies, and a group capstone exercise, giving participants more opportunity to practice experience-design techniques on realistic scenarios before sitting the certification exam.

By the end of this course, participants will be able to:

• Explain why ITIL (Version 5) treats experience as a distinct, strategic discipline rather than a by-product of service delivery.
• Apply human-centered and AI-aware design principles across the digital product and service lifecycle.
• Map and design service journeys and service interactions from the perspective of users, customers, and employees.
• Identify, capture, and interpret experience "signals" — feedback, sentiment, behavioral, and satisfaction data.
• Establish experience governance: ownership, metrics, targets, and accountability for experience outcomes.
• Diagnose experience gaps and design targeted improvements using the ITIL continual improvement model.
• Balance trust, perception, and measurable value when introducing automation and AI into service interactions.
• Integrate experience thinking with the other Managing Professional disciplines (Product, Service) and with the ITIL Value System.
• Prepare with confidence for the ITIL Experience (Version 5) certification exam.

Day 1 — Foundations of Experience in ITIL (Version 5)

• Recap: ITIL Value System, guiding principles, and the digital product and service lifecycle
• Why experience became a dedicated module: value co-creation, perception, trust, and engagement
• User experience (UX), customer experience (CX), and employee experience (EX): definitions and relationships
• Experience as a strategic capability: linking experience to adoption, loyalty, and business outcomes

Day 2 — Designing Service Journeys and Interactions

• Service journeys and service interactions across the lifecycle
• Human-centered design principles applied to digital products and services
• Designing for diverse users, accessibility, and inclusive experience
• Aligning experience design with value streams and the four dimensions of service management

Day 3 — Measuring, Governing, and Improving Experience

• Experience signals: feedback channels, sentiment analysis, satisfaction metrics, behavioral data
• Experience governance: roles, ownership, accountability, and reporting
• Applying the ITIL continual improvement model to experience gaps
• Responsible and transparent use of AI and automation in experience management
• Balancing efficiency (automation) against trust and perceived quality

Day 4 — Integration, Application, and Exam Preparation

• Integrating ITIL Experience with ITIL Product and ITIL Service disciplines
• Experience considerations within ITIL Transformation initiatives
• Full syllabus review and key-concept consolidation
• Exam format walkthrough, sample questions, and exam technique
• Certification exam (On-site with Proctor)

EXAMINATION

• Format: Open-book, multiple-choice
• Length: 40 questions / 90 minutes
• Pass mark: 70% (28/40)
• Outcome: ITIL Experience (Version 5) certificate — one of three core modules required (with ITIL Product, ITIL Service, and ITIL Transformation) for the ITIL Managing Professional (Version 5) designation

• IT service managers, product managers, and customer experience (CX) leads
• UX/UI designers and design researchers working within IT or digital product teams
• Customer success, service desk, and support managers
• Business analysts and value stream leads
• Professionals pursuing the ITIL Managing Professional (Version 5) or ITIL Master (Version 5) designation
• Anyone responsible for adoption, satisfaction, or trust outcomes for digital products and services

• A valid ITIL Foundation (Version 5) certificate, or
• A valid ITIL 4 Foundation certificate (recognized as a prerequisite for Version 5 advanced modules)