ITIL® Experience (Version 5)

Price
$2,385.00 USD

Duration
3 Days

 

Delivery Methods
Virtual Instructor Led
Private Group

Add Membership
$133.00

Course Overview

The ITIL Experience (Version 5) course provides learners with the guidance needed to design, evaluate, and improve digital experiences across the ITIL Product and Service Lifecycle. Participants learn how experiences influence value co creation, trust, and outcomes, and how organizations can govern and improve experience without disrupting delivery or operations.

Add the PeopleCert Membership+ to your course and receive these additional benefits:

  • 1-year PeopleCert membership + Subscription
  • 1 Free Exam Retake

What Is Included

  • ITIL Experience (Version 5) Exam Voucher
  • Earn 7 PDUs from Live Instructor-Led Sessions
  • Live, Scheduled Course Delivered via Webinar Platform
  • Expert Instructor with Real-World & Teaching Experience
  • Course is Guaranteed to Run: We’ll Never Cancel a Course
  • Option to Reschedule Course (see conditions)
  • Option to Retake the Course for FREE (see conditions)

Course Objectives

  • Core concepts of digital experience and experience value
  • How experience integrates with the ITIL Product and Service Lifecycle
  • How lifecycle activities influence experience outcomes
  • Experience governance, signals, and continual improvement
  • How ITIL integrates experience thinking with DevOps, AI, and project management
  • How to prepare for and pass the ITIL® Experience certification exam

Who Should Attend?

This course is intended for professionals responsible for shaping, managing, and improving the end-to-end experience of customers, users, and stakeholders when interacting with digital products and IT-enabled services. It is particularly valuable for individuals focused on customer satisfaction, user experience, and value realization across service interactions.
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Learning Credits: Learning Credits can be purchased well in advance of your training date to avoid having to commit to specific courses or dates. Learning Credits allow you to secure your training budget for an entire year while eliminating the administrative headache of paying for individual classes. They can also be redeemed for a full year from the date of purchase. If you have previously purchased a Learning Credit agreement with New Horizons, you may use a portion of your agreement to pay for this class.

If you have questions about Learning Credits, please contact your Account Manager.

Corporate Tech Pass: Our Corporate Tech Pass includes unlimited attendance for a single person, in the following Virtual Instructor Led course types: Microsoft Office, Microsoft Technical, CompTIA, Project Management, SharePoint, ITIL, Certified Ethical Hacker, Certified Hacking Forensics Investigator, Java, Professional Development Courses and more. The full list of eligible course titles can be found at https://www.newhorizons.com/eligible.

If you have questions about our Corporate Tech Pass, please contact your Account Manager.

Course Prerequisites

Participants must hold ITIL 4 Foundation or ITIL (Version 5) Foundation certification

Agenda

Module 1: ITIL Concepts and the Foundations of Experience

  • Key ITIL concepts, guiding principles, and the ITIL Value System
  • Digital products, digital services, and the Product and Service Lifecycle
  • Experience as a human response to interactions and outcomes
  • Anticipation, perception, and evaluation in experience management

Module 2: Experience Stakeholders and Tensions

  • Consumer and provider roles in experience management
  • Users, customers, and sponsors and their differing expectations
  • Provider roles and experience responsibilities
  • Common experience tensions and their impact on trust and engagement

Module 3: Experience and the ITIL Four Dimensions

  • How experience is shaped across organizations and people
  • Experience considerations in information and technology
  • Experience impacts of partners and suppliers
  • Using the Four Dimensions as a governance lens for experience improvement

Module 4: Experience in the Product and Service Lifecycle

  • Experience moments across lifecycle activities
  • Functional versus relational interactions
  • Identifying experience friction and broken expectations
  • Mapping stakeholder trust requirements across journeys

Module 5: Capturing Experience

  • Experience signals, evidence, and quality indicators
  • Quantitative and qualitative experience data
  • Direct, indirect, and synthetic capture techniques
  • Trustworthiness and coherence of experience evidence

Module 6: Service Relationships and Journeys

  • Service relationships and agreements from an experience perspective
  • Service journeys across consumer and provider roles
  • Journey stages and experience touchpoints
  • Practical implications for experience design

Module 7: Digital Experience Improvement

  • Applying the continual improvement model to experience
  • Experimentation, learning loops, and local adaptation
  • Trust and psychological safety in experience improvement
  • Differentiating system level and local improvements

Module 8: ITIL, AI, and Experience Governance

  • AI as an actor in digital experience
  • AI governance and ethical considerations
  • Automation and decision support in experience management
  • Governing experience improvement sustainably
 

Get in touch to schedule training for your team
We can enroll multiple students in an upcoming class or schedule a dedicated private training event designed to meet your organization’s needs.

CourseID: 3606831E
 



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