Interactive and engaging e-learning platform, designed for easy use. List of coursesITIL Experience (Version 5) (Online)Balanced scorecard
Quizzes and exercises to reinforce your learning.16 Nov - 17 NovAccredible digital badges and certificates for completed courses.
CATWOE analysis £1,699Delivery lifecycles
DMAIC approachEnrol nowDocument analysis Fishbone diagrams Gap analysis Growth share matrix
Requirements engineering framework
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.Scenarios
What you will gainSkills analysis matrix
- A clear understanding of experience as a human response and how it shapes valueStructure and contents of a business case
- Practical skills for capturing and interpreting experience signals and evidenceSurveys
- Confidence designing trust-centred, AI-aware digital experiencesSWOT analysis
- Preparation for the official ITIL Experience (Version 5) certification exam from PeopleCertUser role analysis
Who this course is forVMOST analysis
- Experience leads and solutions architectsWorkshops
- 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 experiencesRead more
Benefits
Clarity in digital experienceCourses
Courses designed for real-world business analysis Understand how experience arises from anticipation, perception and evaluation across digital interactions.Explore our course topics and find exactly what you need to advance your skills:
Better stakeholder alignmentCore business analysis techniques
Build a strong foundation in the tools and frameworks that drive successful projects. Explore the roles, needs and tensions of users, customers and provider stakeholders.Balanced scorecard
Trust-centred designPerformance measurement (Objectives, CSFs, KPIs, Targets)
POPIT model Embed transparency, emotional clarity and psychological safety into digital products and services.CATWOE analysis
Evidence-informed improvementDMAIC approach
McKinsey 7S model Use experience capture, signals and narrative evidence to guide continual improvement.Gap analysis
AI-aware experience designPower/Interest Grid
RACI matrix Understand how AI affects trust and perception and apply AI governance and digital ethics responsibly.Fishbone diagram.
Recognised ITIL certificationRequirements and stakeholder management
Learn how to gather, define, and manage requirements while engaging the right people. Prepare for and sit the ITIL Experience (Version 5) exam from PeopleCert.Requirements engineering framework
DeliveryUser role analysis
Find out how the ITIL Experience course is delivered.Interviews
DeliveryWorkshop
DurationScenarios
Trainer interactionDocument analysis
Start datePrototyping.
ExamProfessional development
MaterialsPlan and track your growth as a business analyst.
MembershipProfessional development plan
AccessStructure and contents of a business case
Best forDelivery lifecycles
Learning experienceMind maps.
Choose your next course and start building the skills that matter.
Course+44 (0)207 148 5985
This course follows the official ITIL Experience (Version 5) syllabus and shows you how to design, capture and improve digital experiences.Opening hours
ITIL concepts and experience foundationsMonday to Friday – 09:00 to 17:15
Get in touch 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
Name See how experience moments and interactions emerge across lifecycle stages.
Capturing experience evidence
Phone Learn how to capture and interpret experience signals and evidence.
Service relationships and journeys
Email Explore service relationships, journeys and experience touchpoints.
Experience improvement and AI
Submit 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 stagesGive us a call
- The difference between functional and relational interactions
- Recognising friction points and unmet expectations
- Mapping trust requirements across stakeholder journeys+44 (0)207 148 5985
Capturing experience
- Working with experience signals, evidence and quality measures
- Collecting quantitative and qualitative experience dataOr chat with us using the link at the bottom of the screen.
- Techniques for direct, indirect and synthetic captureContact us with questions about the courses on this page, or about which project management certification or training is best for you.
- Evaluating trustworthiness and coherence in experience evidenceFinance FAQs
Service relationships and journeysContact
- Viewing service relationships and agreements through an experience lensCookies
- Understanding service journeys from consumer and provider perspectivesPrivacy
- Identifying journey stages, touchpoints and design opportunitiesTerms
Digital experience improvementCustomer Support
- Using the continual improvement model for experience
- Applying experimentation, learning loops and adaptive practices[email protected]
- Building trust and psychological safety into improvement workJoin Our Team
- Distinguishing between system-wide and localised improvements
ITIL, AI and experience governance
- Understanding AI’s role as an experience actor
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