ITIL® Experience (Version 5)
Course Code: ClaITSM7328
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Integrating Human Experience into Digital Product and Service Management
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Descriptions
Who is this course for
This course is designed for IT service management professionals, product managers, service designers, business analysts, ITIL practitioners, and anyone involved in the delivery, support, or governance of digital products and services. It is also ideal for individuals advancing their ITIL qualifications with experience‑focused competencies.
Purpose of the course
To equip professionals and organisations with the knowledge and practical skills to manage and improve digital products and services by integrating experience management principles into the ITIL framework. The course ensures that both functional and experiential aspects contribute to co-created value while respecting human dignity and enabling trust, engagement, and continual improvement.
You will learn how to
- Explain core ITIL concepts through an experience-management lens.
- Describe how experience influences products, services, relationships, and journeys.
- Explain how experience evidence is captured, measured, and governed.
- Identify and analyse key experience stakeholders and tensions between them.
- Map and manage the ITIL Product and Service Lifecycle with an experience focus.
- Distinguish between outputs, outcomes, value, costs, and risks in service relationships.
- Apply the Four Dimensions and the ITIL Value System to experience-centric delivery.
- Interpret experience signals and assess their trustworthiness and coherence.
- Use experience frameworks and continual improvement models to enhance experience.
- Explain how AI, DevOps, and project management integrate with ITIL for value creation.
Benefits for you as an individual
You will develop a comprehensive understanding of how human experience shapes the value delivered by digital products and services. You will gain practical tools for capturing and interpreting experience evidence, navigating stakeholder tensions, and using experience improvement models to drive change. This course will elevate your ability to design and operate services that are trusted, engaging, and effective, significantly enhancing your value as an ITIL practitioner.
Benefits for your organisation
Your organisation will benefit from a structured, human‑centred approach to service management. By embedding experience practices into existing ITIL processes, teams can identify and reduce friction, build trust, and improve user satisfaction. This enhances customer loyalty, strengthens organisational relationships, and delivers more sustainable value across the entire digital service landscape.
Prerequisites
ITIL® Foundation (Version 5) or ITIL 4 Foundation certification required. Familiarity with service management concepts recommended.Module 1: ITIL Foundation Recap and Experience Overview
- Key ITIL concepts and the ITIL Guiding Principles
- Products vs. services: definitions and relationships
- The ITIL Product and Service Lifecycle
- The Four Dimensions of Product and Service Management
- Introduction to experience as a human response
- Digital experience and the digital experience system
- Anticipation, perception, and evaluation in experience
Module 2: Experience Stakeholders and Tensions
- Identifying key experience stakeholders: consumers and providers
- Consumer roles: user, customer, consumer sponsor
- Provider roles: agent, principal, provider sponsor, enabler
- Consumer-side and provider-side tensions
- Provider–consumer tensions and their impact on experience
- Scenario-based stakeholder activities
Module 3: Experience and the Four Dimensions
- Applying the Four Dimensions to experience management
- Holistic approaches to product and service management
- Operating model canvas and alignment with the ITIL Value System
Module 4: Experience in the ITIL Product & Service Lifecycle
- Lifecycle activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support
- Functional vs. relational experience drivers
- Mapping experience moments and friction points
- Stakeholder role interactions across lifecycle stages
Module 5: Experience Evidence and Signals
- Capturing experience evidence: numerical and narrative signals
- Evaluating evidence: trustworthiness and coherence
- Interpreting experience signals in context
- Triangulation of evidence across roles and moments
Module 6: Experience Governance & Continual Improvement
- Experience frameworks and governance structures
- Notice–Interpret–Hypothesize–Experiment improvement loop
- Experience improvements by the system vs. to the system
- Building trust and psychological safety for improvement
Module 7: Integrating ITIL Experience with AI, DevOps & PRINCE2
- The ITIL AI Capability Model (Creation, Curation, Clarification, Cognition, Communication, Coordination)
- Ethical AI governance and trust
- Role of AI in capturing, interpreting, and enhancing experience
- Complementary frameworks: DevOps, PRINCE2
- Cross-framework integration for value creation
Additional Exam Information
- Type: Multiple-choice questions
- Closed book: Yes
- Duration: 90 minutes
- Pass Mark: ??
- Please note that regardless of the delivery method the exam is taken after the training course using a PeopleCert exam voucher.
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