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ITIL™ V5 Experience: optimise customer and employee experience
Make customer and employee experience a genuine decision-making criterion. With ITIL V5 Experience, identify friction points, combine feedback with indicators and prioritise digital journey improvements. Bring product teams, IT services and business functions together around what truly matters to users.
- Duration
- 3 days 21 hours
- Code
- ITIL5EX Code
- Certification
- ITIL™ Experience (Version 5) Certification
Accredited training for the ITIL™ Experience (Version 5) certification.
Presentation
Organisations that neglect user and employee experience undermine trust and the perceived value of their digital products. ITIL Experience Version 5 validates sought-after expertise in governing experience without disrupting delivery or operations.
This 3-day course covers experience fundamentals, stakeholders and their tensions, capturing experience signals, and service journeys and relationships. Each module combines methodological guidance and case studies based on real environments.
By the end of the course, you will master the design, assessment and continual improvement of digital experiences and be ready to take the official ITIL Experience examination, included in our offer. It leads to ITIL Experience V5 certification (see the Certification tab for details).
Oo2 is a PeopleCert-accredited ATO and official AXELOS® partner. This status guarantees an authorised trainer and official course materials.
Objectives
By the end of this ITIL Experience course, you will be able to:
- Understand experience as a human response to interactions and outcomes;
- Identify experience stakeholders and tensions between their respective expectations;
- Analyse experience moments within the product-service lifecycle and identify friction points;
- Capture quantitative, qualitative, direct and indirect experience signals and data;
- Map service relationships and journeys between consumers and providers;
- Apply experience governance and continual improvement principles;
- Prepare for and pass the ITIL Experience Version 5 certification examination.
Program
Module 1: understand experience fundamentals
- Key ITIL concepts, guiding principles and the ITIL Value System applied to experience.
- Experience as a human response to interactions, anticipation, perception and evaluation.
- Digital products and services within the ITIL product-service lifecycle.
Practical exercises
- Analyse a user interaction and identify the anticipation, perception and evaluation phases.
Module 2: identify stakeholders and their tensions
- Experience moments across product-service lifecycle activities.
- Distinguishing functional from relational interactions.
- Identifying friction points and unmet stakeholder expectations.
Practical exercises
- Map stakeholder tensions in a supplied business case.
Module 3: capture and measure experience
- Experience quality signals, evidence and indicators.
- Quantitative and qualitative experience data.
- Direct, indirect and synthetic capture techniques and their reliability.
Practical exercises
- Design an experience signal capture plan for a given digital service.
Module 4: map service journeys and relationships
- Analysing service relationships and agreements from an experience perspective.
- Service journeys from consumer and provider roles.
- Journey stages, touchpoints and practical implications for experience governance.
Practical exercises
- Build a user journey map including its critical touchpoints.
Module 5: prepare for the ITIL Experience V5 examination
- Take a mock examination with self-marking.
- Question-and-answer session with the trainer.
- Advice for taking the official examination.
Audience
This course is intended for professionals designing and improving enterprise digital experience, including:
- Customer experience (CX) managers designing and improving user journeys;
- Product managers and UX designers involved in user-centred digital product design;
- IT service managers integrating experience into governance practices;
- ITSM consultants seeking certification of their expertise in the new ITIL Version 5 framework;
- Digital transformation managers engaged in continual experience improvement.
Prerequisites
This course requires the following prerequisite:
- Required certification: hold ITIL 4 Foundation certification or ITIL Foundation V5, the sole official prerequisite for all advanced ITIL modules.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Practical exercises
- Mock exam
Course highlights
- Programme aligned with the official framework: content structured around the exact topics of ITIL Experience Version 5 for focused preparation.
- Practical labs based on real cases: work through real business scenarios throughout the 3 days to embed each skill.
- Certification included and available in French: the examination and official materials are supplied in French at no additional cost.
- Stronger employability: gain recognised expertise directly applicable to enterprise digital experience management.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
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Training delivered by an Accredited Training Organisation (ATO).