The ITIL® Experience (Version 5) course provides practical guidance on how to design and manage digital products and services that deliver exceptional user experiences, aligned with the ITIL framework. This course focuses on helping organizations create user-centric, outcome-driven experiences by… READ MORE
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The ITIL® Experience (Version 5) course provides practical guidance on how to design and manage digital products and services that deliver exceptional user experiences, aligned with the ITIL framework.
This course focuses on helping organizations create user-centric, outcome-driven experiences by aligning people, processes, and technology. It introduces key concepts of experience management, enabling organizations to understand how users perceive and interact with services, and how those experiences can be improved across the entire lifecycle.
Delegates will learn how to identify, measure, and enhance experience at every stage of the service journey, ensuring services not only function effectively but also deliver meaningful and positive outcomes.
These learning areas are drawn directly from the official syllabus, which emphasizes experience as a critical component of value creation in ITIL .
This course is ideal for professionals working in roles such as:
By completing this course, learners will be prepared to achieve the ITIL® Experience (Version 5) certification and apply ITIL principles to enhance real-world service experiences.
This course covers experience management across the ITIL framework, including:
These topics align with the official syllabus structure, including experience capture, service journeys, and improvement practices.
To attend this course, delegates must hold:
The ITIL Experience (Version 5) exam assesses your ability to understand, apply, and analyze experience management concepts within ITIL.
The exam assesses Bloom’s Levels 1–4, including recall, understanding, application, and analysis.
ITIL (Version 5) is the latest evolution of the world’s leading framework for managing digital products and services. It provides modern, practical guidance to help organizations design, deliver, operate, and continually improve value in today’s fast-changing, technology-driven environment.
Building on the foundations of ITIL 4, ITIL (Version 5) reflects the realities of modern business, including artificial intelligence, automation, digital platforms, and product-led operating models.
ITIL (Version 5) recognizes that value is created through integrated products, platforms, and services, rather than isolated IT services. It provides guidance across the entire organization, from strategy and leadership to operations and support, helping teams align their work with business goals.
The framework supports organizations working in AI-enabled and highly automated environments. It helps professionals adapt to change, make informed decisions, and manage complex digital ecosystems responsibly.
At the core of ITIL (Version 5) is the Product and Service Lifecycle, which includes eight activities:
Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support.
This provides a clear, end-to-end view of how digital products and services are created and sustained.
ITIL (Version 5) places strong emphasis on user experience and measurable outcomes. It helps organizations understand how stakeholders experience value and how performance can be continually improved.
ITIL (Version 5) offers applied, real-world guidance supported by a clear certification structure. It enables professionals to develop relevant skills while helping organizations improve performance and support digital transformation.
ITIL (Version 5) builds on proven ITIL principles and practices, ensuring continuity with earlier versions. Existing knowledge and certifications remain valuable, enabling a smooth transition.
The ITIL Experience (Version 5) will be available as an e-learning option soon.
10 - 12 June 2026 - VIRTUAL training |
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9 - 11 September 2026 - VIRTUAL training |
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9 - 11 December 2026 - VIRTUAL training |