ITIL 5 Experience

• Product managers, service delivery managers, and practice owners who want to systematically improve the experience of users and customers with digital products and services.
• UX designers, experience leads, and business relationship managers looking for a recognised framework to integrate human-centred design into everyday IT service management practice.
• Digital transformation managers and integration managers responsible for ensuring that digital interactions build trust and deliver measurable value across the full service lifecycle.
• AI governance managers and IT directors who need to understand how AI affects user perception and trust, and how to ensure its responsible and transparent deployment.
• All holders of any ITIL 4 certification or ITIL 5 Foundation who want to develop competence in experience management and earn a specialist module in the new ITIL version.

• Experience as Human Response: Understand how experience arises from anticipation, perception, and evaluation, and how it shapes engagement, trust, and value co-creation over time.
• Digital Experience and Its Value: Learn to understand digital experience as the feelings, thoughts, and bodily responses to interactions with digital products and services, and why it matters for value and trust.
• Stakeholder Perspectives: Explore the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience across real service journeys.
• Experience in the Lifecycle: Learn how service journeys, experience moments, and functional and relational interactions emerge across the stages of the product and service lifecycle.
• Experience Drivers: Understand how experience is shaped across the ITIL Four Dimensions (organisations and people, information and technology, partners and suppliers, value streams and processes).
• Experience Capture and Interpretation: Learn to work with experience capture, recognise experience evidence, and use narrative and numerical signals to understand people's real responses.
• Trustworthiness and Coherence: Learn to apply trustworthiness and coherence criteria when evaluating experience evidence, and to embed emotional clarity and psychological safety into digital interactions.
• Continual Experience Improvement: Master the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model for systematic experience improvement.
• AI and Experience: Explore how AI affects trust and perception, and how AI governance and digital ethics ensure responsible and transparent use of AI in the context of experience.

• Introduction to ITIL 5 Experience: Key concepts and framework; relationship to other ITIL Version 5 modules.
• What Experience Is: The psychology of experience; anticipation, perception, evaluation; trust and value in the context of digital services.
• Stakeholders and Service Journeys: Roles and perspectives; customer journey mapping; functional vs. relational interactions.
• The Four Dimensions and Experience: How each dimension contributes to shaping experience; practical examples.
• Experience Capture and Metrics: Methods for collecting experience evidence; why metrics are hypotheses; combining quantitative and qualitative signals.
• Trustworthiness, Coherence, and Trust-Centred Design: Principles of emotional clarity and psychological safety in digital interactions.
• Continual Experience Improvement: The notice–interpret–hypothesize–experiment framework; integration with the ITIL Continual Improvement Model.
• AI, Governance, and Digital Ethics: Responsible AI deployment; transparency, explainability, and the impact on user trust.
• Exam Preparation: Practice questions and techniques for working with the official guide in the PeopleCert open-book exam.

• Course duration: 3 days.
• Prerequisites: A valid ITIL 4 certification (any level) or ITIL 5 Foundation or ITIL 5 Foundation Bridge. Exam results will not be released without proof of completion.
• Exam: Open-book (official ITIL Experience eBook only), online via PeopleCert, 90 minutes, 40 multiple-choice questions, passing score 70% (28 out of 40 marks).
• Language of instruction: English. Official study materials (eBook, Learning Resource Kit) are in English.
• Certificate: PeopleCert ITIL 5 Experience, internationally recognised, renewal every 3 years (60 CPD points).
• Accreditation: Course delivered by an Accredited Training Organisation (ATO) Agilist s.r.o. certified by PeopleCert.

• ITIL 5 Experience is part of the ITIL 5 module family alongside ITIL 5 Product, ITIL 5 Service, ITIL 5 Strategy, and ITIL 5 Transformation - together covering the key professional specialisations of modern IT service management.
• The module contributes to the ITIL 5 Managing Professional and ITIL 5 Master designations.
• It combines well with ITIL 5 Strategy for comprehensive coverage of both the strategic and human-centred dimensions of digital product and service management.

Previous courses

ITIL 5 Foundation [ITIL5FPT]

ITIL 5 Foundation Bridge [ITIL5FBR]

Next courses

ITIL 5 Transformation [ITIL5TFM]

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ITIL 5 Service [ITIL5SVC]

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