ITIL Experience (Version 5) Course

ITIL Experience (Version 5) is about what people actually feel when they use your services: your customers, your end users and your own employees. It teaches you how to capture that, design for it and improve it, instead of treating it as something you measure after the fact.

It is one of the four modules in the ITIL Managing Professional (Version 5) path, alongside ITIL Product, ITIL Service and ITIL Transformation. To take it you need any ITIL 4 certification or ITIL Foundation (Version 5).

What the course covers:

• How to capture experience, and why metrics only ever tell you part of the story
• Mapping the service journey from the user’s point of view, not the organisation’s
• Why employee experience predicts user experience: unhappy teams tend to produce unhappy users
• How AI changes trust and perception, and where digital ethics fits in
• How to keep improving experience using the ITIL Continual Improvement Model

It is aimed at anyone responsible for how a service feels to the people using it, whether that sits in strategy, product or service.