Duration: 3 Days
Course Overview
This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL® guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Training and accreditation is provided through Global Knowledge
COURSE OBJECTIVES
After completing this course you will be able to:
• Enable the design, delivery, and continual improvement of meaningful digital experiences by embedding experience thinking into products and services.
• Connect decision-making to real-world outcomes, improving returns, sharpening positioning, and strengthening executive alignment.
• Improve time to market by reducing rework and improving the relevance, usability, and satisfaction of what is delivered.
• Build trust by treating experience as an integral part of the service, making digital technology more human and reducing the frequency of issues.
Course Content
ITIL® 5 Experience – Including Exam
Module 1: Key ITIL® terms and definitions
1.1 Key concepts of ITIL®
1.2 Key concepts of Experience
Module 2: ITIL® Experience
2.1 Service Stakeholders
2.2 Experience and the ITIL® Four Dimensions
2.3 Experience in the ITIL® Product and Service Lifecycle
Module 3: Capturing experience
3.1 Key concepts of experience capture
3.2 Experience evidence.
Module 4: Service Journey
4.1 Service relationships, agreements, and journeys
4.2 Organizations
4.3 Consumer stakeholders
4.4 Provider stakeholders
4.5 Digital experience improvement
Module 5: ITIL® and AI
5.1 Experience management in the AI context
5.2 AI Governance
Module 6: ITIL® and other frameworks
6.1 ITIL® and DevOps
6.2 ITIL® and PRINCE2®
COURSE PREREQUISITES
The candidate must have passed one of the below certifications:
• ITIL® 4 Foundation examination
• ITIL® 5 Foundation examination
Recommended prerequisites:
• ITIL®5 Foundation – Including Exam
TEST CERTIFICATION
• ITIL® 5 Experience
• The exam is 90 minutes long with 40 multiple choice questions.
• Exam vouchers are provided with this course. These have a validity of 12 months. You will need to schedule and attend your exam within this time frame.
To book this course please call
+44 (0) 1444 410296 or email: Info@kplknowledge.co.uk
Training and accreditation is provided through Global Knowledge