ITIL® Experience (Version 5) Virtual

Training

ITIL®

Training overview

The ITIL® Experience Version 5 course provides professionals with the knowledge and practical skills required to design, manage and continually improve meaningful experiences across digital products and services.

As organisations increasingly rely on digital interactions, delivering technically effective services is no longer enough. This course explores how human responses, stakeholder expectations, trust and perception influence value creation throughout the product and service lifecycle.

Delegates will learn how to apply human-centred and AI-aware approaches to experience management, understand different stakeholder perspectives, capture and interpret experience evidence, and use continual improvement techniques to create better outcomes for customers, users and other stakeholders.

Delivered by expert instructors, the course combines ITIL guidance with practical application while preparing delegates for the ITIL® Experience Version 5 certification examination with PeopleCert.

Pink Elephant is globally accredited by PeopleCert to deliver ITIL courses as part of the official certification programme.

Target Audience:

This course is suitable for professionals involved in designing, delivering, managing or improving digital products, services and stakeholder experiences.

Suitable for:

Experience Managers and Experience Leads
Service Delivery and Service Management Professionals
Product Owners
Business Relationship Managers
Solutions Architects
Practice Owners
Digital Transformation Managers
AI Governance Managers
IT Managers and Directors
Customer and User Experience Professionals

Outcomes of this training

By the end of this training, delegates will be able to:

Understand experience as a human response and its role in value co-creation
Understand digital experience and its impact on engagement, trust and value
Recognise the different perspectives and needs of customers, users and other stakeholders
Understand experience across the ITIL Product and Service Lifecycle
Identify the factors that influence experience across the ITIL Four Dimensions
Capture and interpret experience evidence effectively
Evaluate experience using trustworthiness, coherence and other relevant criteria
Apply continual improvement approaches to experience management
Understand the impact of AI on experience, trust, ethics and governance
Prepare effectively for the ITIL® Experience (Version 5) certification examination

Outlines of this training

The course will cover the following areas:

Understanding Experience

Experience as a human response
Anticipation, perception and evaluation
Engagement, trust and value co-creation
Digital experience and its importance

Stakeholders and Service Journeys

Customer, user and other stakeholder perspectives
Stakeholder needs and tensions
Service journeys and experience moments
Functional and relational interactions

Experience Drivers

The ITIL Four Dimensions and experience
Organisations and people
Information and technology
Partners and suppliers
Value streams and processes

Capturing and Evaluating Experience

Experience capture and evidence
Experience domains
Narrative and numerical evidence
Trustworthiness and coherence
Evidence-informed decision-making

Continual Experience Improvement

Identifying opportunities for improvement
Notice, interpret, hypothesise and experiment
Applying the ITIL Continual Improvement Model
Experience accountability and responsibilities

AI and Experience

AI-enabled digital experiences
AI and stakeholder trust
Responsible and transparent use of AI
Digital ethics and AI governance

Virtual Courses:

Virtual training is provided via MS Teams platform. Virtual training requires delegates to have access to a stable internet connection throughout the course and a headset with a microphone to communicate with the instructor.

Exam Information: