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Invoice/PO option available in checkout.
Overview
This ITIL Experience course shows you how to design and improve digital experiences, so they build trust and deliver value. You will learn how to capture, interpret and act on experience evidence to drive continual improvement.
What you will gain
- A clear understanding of experience as a human response and how it shapes value
- Practical skills for capturing and interpreting experience signals and evidence
- Confidence designing trust-centred, AI-aware digital experiences
- Preparation for the official ITIL Experience (Version 5) certification exam from PeopleCert
Who this course is for
- Experience leads and solutions architects
- Product owners and service delivery and management professionals
- Practice owners and business relationship managers
- Digital transformation managers and integration managers
- AI governance managers, IT directors and chief digital officers
- Anyone responsible for shaping or improving digital experiences
Benefits
Clarity in digital experience
Understand how experience arises from anticipation, perception and evaluation across digital interactions.
Better stakeholder alignment
Explore the roles, needs and tensions of users, customers and provider stakeholders.
Trust-centred design
Embed transparency, emotional clarity and psychological safety into digital products and services.
Evidence-informed improvement
Use experience capture, signals and narrative evidence to guide continual improvement.
AI-aware experience design
Understand how AI affects trust and perception and apply AI governance and digital ethics responsibly.
Recognised ITIL certification
Prepare for and sit the ITIL Experience (Version 5) exam from PeopleCert.
Delivery
Find out how the ITIL Experience course is delivered.
Delivery
Duration
Trainer interaction
Start date
Exam
Materials
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Course
This course follows the official ITIL Experience (Version 5) syllabus and shows you how to design, capture and improve digital experiences.
ITIL concepts and experience foundations
Understand key ITIL concepts and experience as a human response.
Experience stakeholders and dimensions
Explore stakeholder roles and how experience is shaped across organisations, people, technology and partners.
Experience in the lifecycle
See how experience moments and interactions emerge across lifecycle stages.
Capturing experience evidence
Learn how to capture and interpret experience signals and evidence.
Service relationships and journeys
Explore service relationships, journeys and experience touchpoints.
Experience improvement and AI
Apply continual improvement, experimentation and AI governance to digital experiences.
Curriculum
The ITIL Experience course follows the official ITIL Experience (Version 5) syllabus and covers how to design, capture and improve digital experiences.
- ITIL concepts and the foundations of experience
- Experience stakeholders and tensions
- Experience and the ITIL four dimensions
- Experience in the product and service lifecycle
- Capturing experience
- Service relationships and journeys
- Digital experience improvement
- ITIL, AI and experience governance
Full curriculum details
ITIL concepts and the foundations of experience
- Core ITIL principles, the ITIL Value System and foundational concepts
- Understanding digital products, digital services and their lifecycle
- How experience emerges through anticipation, perception and evaluation
Experience stakeholders and tensions
- Consumer stakeholders: users, customers and sponsors, and what each expects
- How provider roles shape and influence experience
- Experience tensions that affect trust, engagement and value perception
Experience and the ITIL four dimensions
- Shaping experience through organisational structures and people
- How information and technology influence digital experience
- The role of partners and suppliers in the experience ecosystem
- Applying the Four Dimensions as a lens for governing experience
Experience in the product and service lifecycle
- Key experience moments throughout lifecycle stages
- The difference between functional and relational interactions
- Recognising friction points and unmet expectations
- Mapping trust requirements across stakeholder journeys
Capturing experience
- Working with experience signals, evidence and quality measures
- Collecting quantitative and qualitative experience data
- Techniques for direct, indirect and synthetic capture
- Evaluating trustworthiness and coherence in experience evidence
Service relationships and journeys
- Viewing service relationships and agreements through an experience lens
- Understanding service journeys from consumer and provider perspectives
- Identifying journey stages, touchpoints and design opportunities
Digital experience improvement
- Using the continual improvement model for experience
- Applying experimentation, learning loops and adaptive practices
- Building trust and psychological safety into improvement work
- Distinguishing between system-wide and localised improvements
ITIL, AI and experience governance
- Understanding AI’s role as an experience actor
- Governing AI use with ethical frameworks and decision-support principles
- Applying automation responsibly in experience delivery
- Sustaining experience improvement through effective governance
Read more
Exam & certification
What to expect from the ITIL Experience (Version 5) exam and how we help you prepare.
- Format: Multiple choice (objective test)
- Questions: 40
- Pass mark: 70% (28 correct)
- Duration: 90 minutes
- Materials: Open book
- Prerequisites: ITIL 4 certification or ITIL Foundation (Version 5)
- Results: Same day
- Exam access: Online
Your path to success
Learn
Understand how to design, capture and improve digital experiences.
Practice
Reinforce key concepts and use practice questions to build exam confidence.
Pass
Sit the ITIL Experience (Version 5) exam feeling prepared and focused.
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accredited trainers with 450+ years of combined experience
FAQs
Is ITIL Experience right for me?
Yes, if you are involved in designing, delivering or improving digital products and services and want them to be more human-centred, trustworthy and aligned with stakeholder needs. It is especially useful if you work in experience design, service management, product ownership or digital transformation.
Do I need ITIL experience to take this course?
You should already hold an ITIL 4 certification or ITIL Foundation (Version 5). Some experience in IT service management, product management or customer experience will also help you get the most from the course.
How is the ITIL Experience course delivered?
The course is delivered live online by an instructor via our training ATO partner, Learning Tree. You join scheduled sessions, take part in explanations and discussions, and prepare for the ITIL Experience exam.
Is the exam included in the course fee?
Yes. This course includes the ITIL Experience (Version 5) exam. Full details about booking and sitting your exam are provided in your joining instructions.
How long is the course?
The ITIL Experience course is delivered over 3 days of live online training.
What can I do after this course?
After passing the exam, you will hold the ITIL Experience (Version 5) certification from PeopleCert. You can use what you have learned to improve how your organisation designs, captures and improves digital experiences.
Can my organisation run this training for a team?
Yes. We can deliver ITIL Experience as a private course for groups, helping teams build a shared understanding of experience design and improvement.
How long do I have access to course materials?
You will receive joining information and materials before your course and retain access to key resources for a defined period after the training. Full details are provided in your joining instructions.
Still have questions? Contact us by phone on 0207 148 5985, via live chat, email, or by completing the form below.
How to find us
Knowledge Train
20 Old Bailey, London, EC4M 7AN,
England, United Kingdom.
Call +44 (0)207 148 5985
Opening hours
Monday to Friday – 09:00 to 17:15