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