New ITIL Experience (Version 5) eLearning Package with Exam

The ITIL® Experience (Version 5) course is designed for professionals who manage, develop, or deliver digital products and services and recognize that purely functional performance is no longer sufficient for real success. The course focuses on a human-centered approach that not only improves the user experience but also directly contributes to business outcomes, such as return on investment, customer engagement, and competitive advantage.

The course provides practical guidance on how to gain a deeper understanding of user needs from the outset, thereby reducing the need for subsequent changes and creating products that not only meet specifications but are also quickly adopted and used effectively. It also helps service professionals move from reactive operations toward proactive, reliable, and empathetic service delivery that strengthens user trust and reduces operational workload.

The course is particularly relevant for professionals working in strategy, product development, or service delivery who want to align business objectives with human experience considerations. It is designed for professionals who reject the false choice between business outcomes and human needs and instead seek solutions that support both simultaneously. The course helps make experience-centered thinking an integral part of day-to-day operations rather than a separate initiative, enabling participants to stand out not only through their technical expertise but also through their ability to create value.

• For professionals who manage, develop, or deliver digital products and services and recognize that purely functional performance is not sufficient for real success.
• For professionals working in digital strategy, product development, or service delivery who want to align business objectives with human experience considerations.
• For professionals working in strategic roles who want to strengthen their professional credibility and influence and demonstrate that a human-centered approach creates direct business value.
• For product professionals who want to achieve faster and more effective development, reduce rework, and create solutions that users actually adopt and use.
• For service management professionals who want to move from reactive operations toward proactive, reliable, and empathetic service delivery.
• For professionals working in account management, service design, or business relationship management who want to strengthen the quality of customer relationships.
• For organizational stakeholders who want experience-centered thinking to become an integral part of day-to-day operations rather than a separate initiative.
• For professionals who do not want to choose between business outcomes and human needs but aim to address both simultaneously in practice.

The course provides a comprehensive overview of the digital experience management approach and covers the following key topics:

• Understanding the fundamental principles and key aspects of experience-centered operations and their relationship to core ITIL concepts
• Approaches to measuring and exploring digital experience, including methods for collecting and interpreting experience data
• Understanding service relationships, agreements, and the service journey from both provider and consumer perspectives, using an experience-based approach
• Mapping and understanding the organizational service journey from the perspectives of different stakeholder roles
• Methods for improving the digital experience based on the ITIL Continual Improvement Model
• Analyzing real-life scenarios that demonstrate how experience is reflected in practice and how it relates to theoretical models
• Practical guidance on applying the knowledge gained, as well as opportunities for further learning across the broader ITIL body of knowledge
• Organizing experience-related concepts and terminology and understanding the relationships between them

To complete the e-learning course, participants must hold an ITIL 4 Foundation certification. As the e-learning content, reference materials, and exam are all in English, at least a basic level of professional English reading proficiency is recommended. No other prior qualifications are required for the course. Basic knowledge of agile, lean, and agile IT concepts is an advantage but not a prerequisite.