ITIL EXPERIENCE | ITIL Experience
 
The ITIL® Experience course introduces an experience-focused perspective to digital product and service management within the ITIL® framework. The course explores how human perceptions, emotions, trust, and engagement influence the value created through digital products and services.
Participants will learn how experience shapes service relationships, stakeholder interactions, and service journeys, and how organizations can design, deliver, and continually improve digital services with experience as a central consideration. The course integrates traditional ITIL concepts with experience management practices, enabling organizations to balance functional performance, reliability, and cost with meaningful human experiences.
Through practical concepts, frameworks, and real-world scenarios, learners will understand how to capture, measure, and improve experience across the lifecycle of digital products and services, while also exploring how modern technologies such as artificial intelligence and contemporary practices like DevOps and project management support experience-driven value creation.
 
Course objectives
By the end of this course, participants will be able to:
Explain core ITIL concepts from an experience management perspective.
Describe how experience influences digital products, services, relationships, and service journeys.
Explain how experience is captured, measured, and governed within organizations.
Apply experience frameworks and continual improvement practices to enhance digital experiences.
Explain how AI, DevOps, and project management practices integrate with ITIL to support value creation and improved experiences.
 
Audience profile
This course is intended for professionals involved in the design, delivery, management, and improvement of digital products and services who want to understand how experience influences value creation.
It is particularly relevant for:
 
IT service management professionals
Digital product and service managers
Customer experience (CX) and user experience (UX) professionals working with digital services
IT consultants, architects, and transformation specialists
Service owners, product owners, and delivery managers
Professionals pursuing the ITIL Managing Professional (MP) designation, which requires the completion of the Product, Service, Experience, and Transformation modules.
This course is suitable for individuals seeking to integrate experience-driven thinking into digital product and service management practices within the ITIL framework.
 
Prerequisites
Participants must hold the ITIL® Foundation (Version 5) certification before attending this course.
This course is part of the ITIL Managing Professional (MP) stream within the ITIL® Version 5 qualification scheme. It is designed for candidates who wish to deepen their knowledge of digital product and service management and progress toward the ITIL Managing Professional designation.
Participants are expected to have a basic understanding of ITIL concepts, digital product and service management, and service management practices as introduced in ITIL Foundation.
 
Course Outline
Module 1: ITIL Foundation recap and Experience overview
Module 2: Experience stakeholders and tensions
Module 3: Experience and the ITIL Four Dimensions
Module 4: Experience in the ITIL Product and Service Lifecycle
Module 5: Capturing experience: evidence, signals, and quality
Module 6: Service journeys: relationships, agreements, and stakeholder journeys
Module 7: Continual experience improvement
Module 8: AI, experience, and governance
Module 9: ITIL and other frameworks
 
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Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste.