New ITIL Experience (Version 5) Training + Exam

The ITIL® Experience (Version 5) course is designed for professionals who manage, develop, or deliver digital products and services and recognize that functionality alone is no longer enough to achieve 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. It is designed for those who reject the false choice between business outcomes and human needs and instead seek solutions that support both. The course helps make experience-centered thinking an integral part of everyday 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.

• Professionals who manage, develop, or deliver digital products and services and recognize that functionality alone is not enough to achieve real success.
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• Professionals working in digital strategy, product development, or service delivery who want to align business objectives with human experience.
• 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.
• Product professionals who want to achieve faster and more effective development, reduce rework, and create solutions that users actually adopt and use.
• Service management professionals who want to move from reactive operations toward proactive, reliable, and empathetic service delivery.
• Professionals working in account management, service design, or business relationship management who want to strengthen the quality of customer relationships.
• Professionals who want experience-centered thinking to become an integral part of everyday operations rather than a separate organizational initiative.
• Professionals who do not want to choose between business outcomes and human needs but aim to address both effectively in practice.
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The course provides a comprehensive overview of digital experience management and covers the following key topics:

• Understanding the fundamental principles and key aspects of experience-centered operations and their relationship with core ITIL concepts
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• 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 through an experience-centered approach
• Mapping and understanding the organizational service journey from the perspectives of different stakeholder roles
• Methods for improving 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 and exploring further learning opportunities within the broader ITIL framework
• Organizing and understanding experience-related concepts and terminology and the relationships between them
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The ITIL® Experience course is one of the advanced modules within the ITIL v5 certification scheme. Therefore, participation in the course and taking the exam require an ITIL® Foundation-level certification (ITIL® 4 or ITIL® 5). ITIL Foundation is the only mandatory entry point for all Core modules, including ITIL Experience, providing the essential knowledge required to progress.

The course builds on the fundamental concepts and principles of ITIL, so participants are expected to have a basic understanding of value creation, service management, and user experience. Building on these foundations, ITIL Experience introduces an advanced approach to experience-centered operations and digital experience management.

The ITIL Experience module forms part of the ITIL Managing Professional designation, making it particularly relevant for professionals who aim to achieve this certification. The course can also be completed as a standalone module; however, it provides the greatest value when taken as part of the complete ITIL certification pathway.

From a practical perspective, participants are recommended to have experience in IT, service management, product development, or digital service delivery, as the course specifically focuses on aligning and improving these areas through a human-centered, experience-based approach.