ITIL® Experience (Version 5)

Course Duration

3 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

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

Course Description

The ITIL® Experience (Version 5) course provides 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. IT Dojo instructors bring real-world perspective to this material, helping students understand how experience management works in practice across government, military, and enterprise environments.

Learning Objectives

• Understand core concepts of digital experience and experience value.
• Explain how experience integrates with the ITIL Product and Service Lifecycle.
• Describe how lifecycle activities influence experience outcomes.
• Apply experience governance, signals, and continual improvement.
• Integrate ITIL experience thinking with DevOps, AI, and project management.
• Prepare for and pass the ITIL Experience (Version 5) certification exam.

Course Outline

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

Frequently Asked Questions