ITIL Experience (Version 5)

The ITIL® Experience (Version 5) course focuses on designing and managing digital products and services that not only function effectively but also deliver meaningful and engaging user experiences. It provides practical guidance on embedding human-centric thinking into service and product management, enabling organisations to create value through improved customer, user and employee experiences. 

Building on the ITIL framework, this course introduces a shift from traditional service delivery to experience-driven value co-creation. Participants will learn how to align people, processes and technology to design, deliver and continually improve experiences that meet both functional and emotional user needs. 

The course explores how experiences are shaped across the entire product and service lifecycle, from initial engagement through to ongoing interaction and improvement. It also covers how organisations can capture, analyse and act on experience data, and how modern approaches such as Agile, DevOps and AI can support experience-led innovation.

By the end of the course, participants will understand how to design and manage end-to-end service journeys that enhance satisfaction, build trust and drive long-term value for both customers and organisations.

Upon completion of this course, you will be able to:

• Understand key ITIL concepts, including the ITIL Value System and Four Dimensions of Service Management
• Explain the fundamentals of experience management and human-centric design
• Understand how user, customer and employee experiences influence value creation
• Describe how experiences are shaped across the ITIL Product and Service Lifecycle
• Identify key stakeholders and understand their roles in experience management
• Understand service relationships, service journeys and interaction touchpoints
• Explain the seven steps of the service journey:
  • Explore
  • Engage
  • Offer
  • Agree
  • Onboard
  • Co-create
  • Reflect
• Understand how to capture and interpret experience data and evidence
• Identify experience gaps, frictions and improvement opportunities
• Apply practical approaches to improving digital experiences across lifecycle stages
• Understand how AI, automation and digital technologies enhance experience management
• Explain how ITIL integrates with Agile, DevOps and other frameworks to support experience-led delivery

By completing this course, you will:

• Gain the ability to design and deliver user-centric digital products and services.
• Improve customer, user and employee satisfaction through better experience design.
• Develop a deeper understanding of how experiences influence business value and outcomes.
• Enhance your ability to identify and resolve experience gaps and friction points.
• Strengthen collaboration across teams by embedding experience thinking into workflows.
• Improve time-to-market by reducing rework and increasing solution relevance.
• Build trust and engagement by delivering consistent, meaningful service experiences.
• Leverage data and insights to drive continual improvement in experience management.
• Position yourself to lead experience-driven transformation initiatives.

Candidates who attend the course will be eligible to sit the ITIL® Experience (Version 5) certification examination.

Prerequisite:

• Candidates must hold either the ITIL® 4 Foundation certification or the ITIL® (Version 5) Foundation certification before taking the ITIL® Experience (Version 5) examination. 

About the examination:

• Exam duration: 90 minutes
• Exam format: 40 questions, multiple-choice, open book
• Question types: Standard MCQs, list-based and scenario-based questions
• Delivery: Online, web-proctored

Successful participants will be awarded the ITIL® Experience (Version 5) certification.

Letter of Attendance from Sapience Consulting:
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.