Course
digicode: IT5EXP
ITIL® Experience
Course facts
- Understanding and applying the ITIL® guiding principles and the interaction of the four dimensions, the service lifecycle, and the ITIL® Service Value System
- Understanding experience as a human reaction (feelings, thoughts, physical states) and the digital experience system
- Analyzing the roles of service consumers (users, customers, sponsors) and service providers (agents, enablers) as well as their needs and areas of conflict
- Using the four dimensions as a governance lens for targeted improvement of experience through organization, technology, partners, and value streams
- Distinguishing between functional and relational interactions and developing solutions for typical points of friction throughout the lifecycle
- Understanding the four experience domains (personal, functional, relational, contextual) and evaluating the quality and trustworthiness of experience data
- Understanding and applying the seven steps of the service journey – from «Explore» to «Reflect» – and mapping experience signals from different perspectives
- Applying the continual improvement loop of perception, interpretation, hypothesis formation, and experimentation
- Understanding the benefits of artificial intelligence in experience management and the interaction of ITIL® with DevOps and PRINCE2®
1 Introduction to the digital experience
- Fundamentals of experience: You will understand the nature of the digital experience and how it influences the value of services.
- Focus on stakeholders: You will learn about the human needs of employees and consumers. You will understand the areas of tension between providers and users.
- Management in the life cycle: You will classify the experience in the ITIL® product and service life cycle model and understand the interactions in the individual phases from «Discover» to «Support».
2 Recording the digital experience
- Principles and context: You will learn how to record experiences in different domains and states and what role trust plays in this.
- Evidence landscape: You will distinguish between numerical and narrative signals and use modern techniques for data collection.
- Analysis and workflow: You will evaluate the credibility of data, create chains of hypotheses, and avoid typical error patterns (anti-patterns) during capture.
3 Service journey from the organization's perspective
- Relationships and agreements: You will understand service relationships and learn how experience level agreements (XLAs) are integrated into service level agreements.
- The phases of the journey: You will examine the service journey from initial exploration (Explore) to agreement (Agree) to co-creation (Co-create) and reflection.
- Change of perspective: You will analyze each phase from the perspective of both service consumers and service providers.
4 Service journey from the stakeholder's perspective
- Consumer journeys: You delve into the specific journeys of users, customers, and sponsors on the consumer side.
- Journeys of providers: You understand the roles and challenges of agents, principals, and enablers on the provider side.
- Practical implications: You recognize typical concerns and error patterns in the respective roles and derive measures for practical application.
5 Improving the digital experience
- Continuous improvement: You apply ITIL® to continual improvement specifically to the experience.
- Strategy and vision: You take into account the strategic context, data protection (digital memory), sustainability, and artificial intelligence as a co-actor.
- Measures and habits: You define guardrails, establish daily habits for a better experience, and specifically adapt the four dimensions of service management.
6 Scenarios for improving the experience
- Research approach: You learn how to methodically examine real scenarios, create syntheses, and put theory into practice.
- Practical examples: You analyze specific cases such as employee onboarding, internal user support, platform teams, and external customer concerns.
- Expert coaching: You benefit from takeaways and coaching tips to successfully plan and implement interventions.
The course content/learning objectives are based on the official syllabus.
This three-day training course provides a thorough and in-depth coverage of the official syllabus. Exercises and discussions help to consolidate the content and encourage joint reflection. Sample exams and quizzes are used for targeted and structured exam preparation.
You should plan for at least twenty hours outside of class for preparation and follow-up work.
This course is for you if you want to design products and services that feel as good as they work. The course is aimed at specialists and managers who consistently align people, processes, and technologies with user-centered and results-oriented experiences.
This is the right place for you if you want to bridge the gap between functional excellence and an outstanding digital experience.
The target audience includes:
- Service designers and user experience (UX) specialists
- Product managers and product owners
- IT and business executives who want to increase customer satisfaction
- Experts in digital transformation and change management
- Specialists in customer success and service management
An «ITIL® Version 5 Foundation» or «ITIL® 4 Foundation» certificate is a prerequisite for this course.
If you do not yet have either of these Foundation certifications, please attend the following course:
The exam is currently only available in English.
You will receive a voucher for the online exam via email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert proctor, which requires a device with a microphone and camera. We recommend taking the exam on a private PC/notebook, as company notebooks are often subject to certain restrictions.
For more information about the exam, please visit the PeopleCert website here.
Format: multiple-choice exam questions, number of questions: 40, duration: 90 minutes
During the exam, you will use the «ITIL® Car Rental Scenario», which provides you with background information for the exam questions.
This is an open book exam. You may use the official book «ITIL Product (Version 5)» and take notes in it. No other aids are permitted.
«Take2» option:
This option allows you to retake the exam at a lower price if you do not pass. The retake exam takes place online. If required, you can book this option independently in your PeopleCert cadidate profile before booking the exam. You have up to 6 months from the date of the first exam to prepare and take the retake exam.
Under this link you will find more information about the complaint management of our certification partner and your rights.
ITIL® is a registered trademark of PeopleCert, used with the permission of PeopleCert. All rights reserved.