ITIL® Experience (Version 5)

1. Introduction to the digital experience

• Fundamentals of experience: You understand the nature of digital experience and how it influences the value of services.
• Focus on stakeholders: You will learn about the human needs of employees and consumers. You will understand the areas of conflict between providers and users.
• Life cycle management: You classify the experience in the ITIL® product and service life cycle model and understand the interactions in the individual phases from "Discover" to "Support."

2. Recording the digital experience

• Principles and context: You will learn how to capture experiences in different domains and states, and what role trust plays in this process.
• Evidence landscape: You distinguish between numerical and narrative signals and use modern techniques for data collection.
• Analysis and workflow: You evaluate the credibility of data, create chains of hypotheses, and avoid typical error patterns (anti-patterns) during data collection.

3. Service journey from the organization's perspective

• Relationships and agreements: You will understand service relationships and learn how Experience Level Agreements (XLAs) are integrated into Service Level Agreements.
• The phases of the journey: You consider the service journey from the initial exploration (Explore) to the agreement (Agree) to joint value creation (Co-create) and reflection.
• Change of perspective: You analyze each phase from the perspective of both the service consumer and the service provider.

4. Service journey from the perspective of stakeholders

• Consumer journeys: You immerse yourself in the specific journeys of users, customers, and sponsors on the consumer side.
• Supplier journeys: You understand the roles and challenges of agents, principals, and enablers on the supplier side.
• Practical implications: You recognize typical concerns and error patterns in the respective roles and derive measures for practical application.
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5. Improving the digital experience

• Continuous improvement: You apply ITIL® for continual improvement specifically to the experience.
• Strategy and vision: You consider the strategic context, data protection (digital memory), sustainability, and artificial intelligence as a co-actor.
• Measures and habits: You define success barriers (guardrails), establish daily habits for a better experience, and specifically adapt the four dimensions of service management.

6. Scenarios for improving the experience

• Research approach: You will learn how to methodically examine real-life scenarios, create syntheses, and put theory into practice.
• Practical examples: You analyze specific cases such as employee onboarding, internal user support, platform teams, and external customer concerns.
• Expert coaching: You will benefit from takeaways and coaching tips to successfully plan and implement interventions.

The course content/learning objectives are based on the official syllabus.

Requirements:

An ITIL® Version 5 Foundation or ITIL® 4 Foundation certificate is a prerequisite for this course.

Additional info: 

ITIL® is a registered trademark of PeopleCert and is used with permission from PeopleCert. All rights reserved.