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Overview
ITIL® Experience builds on traditional ITIL by integrating human experience into the design and delivery of digital products and services. We believe functional success alone is not enough. How services are perceived, trusted, and engaged with directly influences the value they create.
This course combines human emotions, behaviour, and trust with established service management priorities such as performance, cost, and reliability.
Learners explore how to embed experience-focused thinking into everyday strategy, product development, and service management. Through practical models and applied discussions, participants will understand how to support measurable business outcomes while safeguarding human dignity. The course also explores how AI, DevOps, and project management integrate with ITIL to create sustainable value in modern organisations.
Prerequisites
Participants must hold one of the following certifications:
- ITIL (Version 5) Foundation Certificate
- Any ITIL4 Certificate
Target audience
This course is designed for:
- Service management professionals seeking to extend ITIL into experience management
- Product managers, service owners, and digital leaders responsible for value delivery
- IT, operations, and transformation professionals embedding human-centred approaches
- Organisations looking to enhance trust, engagement, and perceived value in digital services
Delegates will learn how to
By the end of this course, learners will be able to:
- Explain core ITIL concepts from an experience management perspective
- Describe how experience influences products, services, relationships, and journeys
- Explain how experience is captured, measured, and governed
- Apply experience frameworks and continual improvement approaches to enhance service outcomes
- Explain how AI, DevOps, and project management integrate with ITIL for value creation
- Identify organisational tensions that influence stakeholder perception and trust
Outline
Module 1 - ITIL foundation recap and experience overview
- Revisits key ITIL concepts through an experience lens, exploring how value, outcomes, cost, and risk are shaped by perception and trust. The module highlights the shift from service management to experience management and explains why experience drives business value and organisational reputation.
Module 2 - Experience stakeholders and tensions
- Covers how organisations identify internal and external stakeholders, understand competing priorities, and manage the tensions between efficiency, compliance, and human impact. Trust, emotion, and behavioural drivers are examined to help navigate stakeholder trade-offs effectively.
Module 3 - Experience and the four dimensions
- Applies the ITIL four dimensions to experience design, looking at organisations and people, information and technology, partners and suppliers, and value streams and processes. The module emphasises culture, behaviour, digital trust, shared accountability, and designing for both perception and performance.
Module 4 - Experience in the ITIL product and service lifecycle
- Explores embedding experience thinking into strategy, portfolio decisions, product design, development, operational delivery, and transition. Learners will understand how to manage perception throughout change, transition, and retirement phases.
Module 5 - Capturing experience: evidence, signals, and quality
- Focuses on measuring and managing experience using quantitative and qualitative data, feedback loops, sentiment analysis, and behavioural signals. Governance models are explored to balance performance, cost, and satisfaction.
Module 6 - Service journeys: relationships, agreements, and stakeholder journeys
- Examines end-to-end service journeys, identifying moments that matter and emotional inflection points. The module highlights experience in service agreements and relationship management while emphasising the design of cross-functional journeys that transcend organisational siloes.
Module 7 - Continual experience improvement
- Covers integrating continual improvement with experience frameworks, prioritising improvements based on stakeholder value, and embedding learning cycles and adaptive governance. Learners will explore building organisational capability for ongoing experience maturity.
Module 8 - AI, experience, and governance
- Explores the role of AI in shaping service perception, including automation, trust, and ethical considerations. Governance structures and human oversight are examined to ensure dignity and accountability in AI-supported services.
Module 9 - ITIL and other frameworks
- Examines how ITIL integrates with DevOps, project management, agile, and digital transformation frameworks, highlighting synergies and creating a cohesive value ecosystem across methodologies.
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 90 minutes duration
- Open book (The official ITIL Experience publication may be used during the exam, including notes made within the text. No other reference materials are permitted.)
- Pass mark: 28 out of 40 (70%)
- The exam is delivered online via PeopleCert and can be taken at the learner’s convenience
Hands-on learning
This course includes:
- Experience mapping exercises using real-world scenarios
- Stakeholder tension analysis workshops
- Governance and AI case discussions
- Continual improvement planning activities linked to participant organisations
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.