Module 1 - ITIL Foundation Review and Introduction to Experience
This module revisits the core ITIL concepts through the perspective of experience management. It examines how value, outcomes, cost, and risk are influenced by perception and trust, while explaining the evolution from traditional service management to experience-driven service management.
Module 2 - Experience Stakeholders and Organizational Tensions
Explores how organizations identify internal and external stakeholders, understand competing priorities, and balance operational efficiency, compliance, and human-centred decision-making. The influence of trust, emotions, and behavioural factors on stakeholder relationships is also examined.
Module 3 - Experience Across the Four Dimensions of ITIL
Applies the ITIL Four Dimensions to experience management by examining Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. The module highlights organizational culture, digital trust, shared accountability, and designing for both user perception and operational performance.
Module 4 - Experience Throughout the ITIL Product and Service Lifecycle
Explains how experience-focused thinking can be embedded into strategy development, portfolio management, product design, development, operational delivery, transition, and service retirement. Participants learn how to manage user perception throughout every stage of the lifecycle.
Module 5 - Measuring Experience: Evidence, Signals, and Service Quality
Focuses on measuring and managing experience using quantitative and qualitative information. Feedback mechanisms, sentiment analysis, behavioural indicators, and governance approaches are explored to balance performance, cost, and customer satisfaction.
Module 6 - Service Journeys: Relationships, Agreements, and Stakeholder Experience
Examines end-to-end service journeys, identifying key touchpoints and critical moments that influence customer perception. The module also explores service relationships, service agreements, and the design of seamless cross-functional experiences.
Module 7 - Continual Experience Improvement
Explains how continual improvement practices can be integrated with experience management. Participants explore methods for prioritizing improvements based on stakeholder value, establishing learning cycles, and increasing organizational experience maturity.
Module 8 - Artificial Intelligence, Experience, and Governance
Explores the impact of Artificial Intelligence on service experience, including automation, trust, ethics, and human oversight. Governance approaches are examined to ensure accountability, transparency, and user-centred service delivery.
Module 9 - ITIL and Other Frameworks
Examines how ITIL integrates with DevOps, Agile, project management, and digital transformation frameworks to create a consistent and collaborative approach to delivering business value.
Exams and Assessments
This course includes an official certification examination.
- 40 multiple-choice questions
- 90-minute examination
- Open-book examination. Candidates may use the official ITIL Experience publication during the exam, including personal notes written within the publication. No other reference materials are permitted.
- Pass mark: 28 out of 40 (70%)
- The examination is delivered online through PeopleCert and may be taken at the learner's convenience.
