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About Course Information
The ITIL® Experience Course develops skills to improve user and stakeholder experience across digital service interactions. It covers experience-focused service design, feedback integration, journey mapping, and practices that support value-focused service outcomes.
The Learning Curve
ITIL® (Version 5) Experience Certification builds on the ITIL framework by applying experience-focused thinking to digital product and service management. This instructor-led training explores service experiences, customer journeys, and experience design in alignment with the ITIL Value System and service lifecycle. It supports professionals involved in designing, delivering, and improving digital services across complex environments.
This 2-day course has been launched on 12th March 2026. To join the next available batch, please get in touch with us.
The ITIL® (Version 5) Foundation Certification Course is already available and is the recommended starting point for progressing through the ITIL® Certification pathway.
Here is the launch schedule for ITIL® (Version 5) Courses:
1) ITIL® 5 Foundation: 12 February 2026
2) ITIL® 5 Foundation Bridge: 26 February 2026
3) ITIL® 5 Product, ITIL® 5 Service, ITIL® 5 Experience: 12 March 2026
4) ITIL® 5 Strategy: 9 April 2026
5) ITIL® 5 Transformation: 9 April 2026
6) ITIL® 5 Managing Professional (MP Transition): 14 May 2026
Learners must complete the ITIL® (Version 5) Foundation Course before attending ITIL® (Version 5) Experience Course. An understanding of IT service management concepts will help learners gain maximum value from this course.
Module 1: ITIL Foundation Recap and Experience Overview
- Key Concepts of ITIL
- Key Concepts of Experience
Module 2: Experience Stakeholders and Tensions
- Service Stakeholders
- Key Experience Stakeholders’ Roles
- Consumer Stakeholders’ Roles
- Explain the Provider Stakeholders’ Roles
Module 3: Experience and the ITIL Four Dimensions
- Experience and the ITIL Four Dimensions
- How Experience Integrates/Influences/is reflected in all ITIL Four Dimensions
- How to Improve Experience through the 'Organisations and People' Dimension
- How to Improve Experience through the 'Partners and Suppliers' Dimension
- How to Improve Experience through the 'Information and Technology' Dimension
- How to Improve Experience through the 'Value Streams and Processes' Dimension
- Apply the ITIL Four Dimensions
Module 4: Experience in the ITIL Product and Service Lifecycle
- Experience in the ITIL Product and Service Lifecycle
- Value Chain Activities
- Functional and Relational Interactions
- Apply Stakeholder Role Mapping
- Differentiate Functional vs. Relational Interactions
Module 5: Capturing Experience: Evidence, Signals, and Quality
- Key Concepts of Experience Capture
- Experience Evidence
Module 6: Service Journeys: Relationships, Agreements, and Stakeholder Journeys
- Service Relationships, Agreements, and Journeys
- Organisations
- Consumer Stakeholders
- Provider Stakeholders
Module 7: Continual Experience Improvement
- Digital Experience Improvement
- Apply the Notice – Interpret – Hypothesize – Experiment Loop within the ITIL Continual Improvement Model
- Differentiate Improvements by the System versus Improvements to the System
- Role of Trust and Psychological Safety in Experience Improvement
Module 8: AI, Experience, and Governance
- Experience Management in the AI Context
- AI Governance
Module 9: ITIL and Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Service experiences, customer journeys, and experience-led value co-creation
How experience design aligns with the ITIL Value System
Applying experience thinking across the service lifecycle
Course Highlights
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Duration: 1 Days
Corporate Training
Data not available
Upcoming Batches
Dublin(1 Days)
Mon 27 Apr 2026
Mon 27 Apr 2026
Dublin(1 Days)
Mon 29 Jun 2026
Mon 29 Jun 2026
Dublin(1 Days)
Mon 24 Aug 2026
Mon 24 Aug 2026
Dublin(1 Days)
Mon 2 Nov 2026
Mon 2 Nov 2026
No virtual schedules available.
Dublin( 1 days)
Mon 27 Apr 2026
Mon 27 Apr 2026
Dublin( 1 days)
Mon 29 Jun 2026
Mon 29 Jun 2026
Dublin( 1 days)
Mon 24 Aug 2026
Mon 24 Aug 2026
Dublin( 1 days)
Mon 2 Nov 2026
Mon 2 Nov 2026
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Frequently Asked Questions?
ITIL® Version 5 Experience focuses on applying experience-led thinking to digital product and service management. It helps organisations design, deliver, and improve service experiences through value co-creation, service interactions, and lifecycle-aligned practices in modern digital environments.
ITIL® 5 Experience is suitable for Service Designers, Product Managers, Experience Managers, IT Service Managers, Digital Transformation Leads, Customer Journey Specialists, and professionals responsible for designing, delivering, and improving digital products and services within modern organisations.
ITIL® 5 Experience Training is scheduled to launch on 12 March 2026. For registration and scheduling information, please contact us.
Yes. Learners must complete ITIL® (Version 5) Foundation before attending the ITIL® (Version 5) Experience course. A solid understanding of IT service management concepts will help learners gain the maximum benefit from the training.
ITIL® 5 Experience Course builds on the Foundation by focusing specifically on experience-led product and service management, while the Foundation Training introduces core ITIL concepts, terminology, and the overall value framework.
No. The course focuses on experience design, service interactions, and value perception rather than technical implementation, making it suitable for both IT and business-facing professionals.
The ITIL® Version 5 Experience Certification benefits professionals by strengthening experience management expertise, preparing them for service design and digital leadership roles, and supporting progression into advanced ITIL certification pathways.
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