ITIL® Experience (Version 5)

Course Outline
Managing Experience as a Driver of Trust, Value, and Engagement
A practical course based on the official PeopleCert information for ITIL Experience (Version 5).
ITIL Experience (Version 5) develops expertise in embedding human-centred and AI-aware design into digital products and services so that trust, perception, and value are aligned throughout the lifecycle.
Курсът разглежда преживяването не само като customer experience, а като човешка реакция — чувства, мисли и телесни реакции — породена от взаимодействията с дигитални продукти и услуги. Фокусът е върху ангажираността, доверието и съвместното създаване на стойност. citeturn0search0
What Makes ITIL Experience (Version 5) Different?
• Experience management as a distinct capability within digital products and services.
• Understanding experience as a human response shaped by anticipation, perception, and evaluation.
• Human-centred and trust-centred design focused on transparency, emotional clarity, and psychological safety.
• Considering the perspectives of users, customers, consumer sponsors, and providers.
• Experience across the full lifecycle — service journeys, experience moments, and functional and relational interactions.
• Experience drivers across the four dimensions of ITIL Four Dimensions of Product and Service Management.
• Experience capture and working with evidence, recognizing that metrics are hypotheses that represent only part of human experience.
• Evaluate evidence through trustworthiness and coherence.
• Continual experience improvement through the notice–interpret–hypothesize–experiment approach.
• AI, trust, perception, and responsible use through AI governance and digital ethics.
Key Outcome
След завършване участникът ще може да организира accountability за experience, да прилага trust-centred design и да използва narrative и numerical signals за evidence-informed решения относно реалната реакция на хората към дигитални продукти и услуги. citeturn0search0

Day 1
Foundations of Experience Management and Human Response
Day Objective
Build a holistic understanding of how experience emerges, how it differs from functional performance, and why it is critical to engagement, trust, and value co-creation.
Topics
• Experience as human response — anticipation, perception, and evaluation.
• How experience shapes engagement, trust, and value co-creation over time.
• Digital experience and its value — feelings, thoughts, and bodily responses when interacting with digital products and services.
• The difference between how a system functions and how a person experiences the interaction.
• Stakeholder perspectives — roles, needs, and tensions between users, customers, consumer sponsors, and providers.
• Experience accountability — roles, responsibilities, and accountability for experience.
• Service empathy and understanding human needs throughout the service journey.
• The relationship between experience, trust, perception, and value creation.
Practical Exercises
• Map stakeholder perspectives for a sample digital service.
• Experience mapping: anticipation → interaction → perception → evaluation.
• Identify moments that build or undermine trust.
• Workshop distinguishing functional outcomes from human experience.
• Case study: why a technically well-performing service can still create a poor experience.
Expected Outcome
Участникът започва да разглежда experience като реална човешка реакция, която трябва да бъде управлявана и подобрявана наред с техническите и оперативните показатели. citeturn0search0

Day 2
Experience Across the Lifecycle, Measurement, and Evidence
Day Objective
Understand how experience is formed throughout the lifecycle and how evidence is captured and evaluated without reducing human experience to a single KPI.
Topics
• Experience in the Lifecycle — service journeys and experience moments across lifecycle stages.
• Functional interactions and relational interactions.
• Experience drivers across the ITIL Four Dimensions of Product and Service Management:
• Organizations and people.
• Information and technology.
• Partners and suppliers.
• Value streams and processes.
• Experience capture — approaches for collecting experience evidence.
• Experience domains and the different areas in which experience can manifest.
• Metrics as hypotheses — why numerical metrics represent only part of the human response.
• Narrative and numerical signals in evidence-informed decision making.
• Trustworthiness and coherence as criteria for evaluating experience evidence.
• Service journey mapping and reflection loops.
• Stakeholder communication and supplier/partner alignment.
Practical Exercises
• Build a service journey map with experience moments.
• Define experience evidence for different lifecycle stages.
• Compare narrative and numerical signals.
• Evaluate evidence through trustworthiness and coherence.
• Develop metrics as hypotheses rather than absolute substitutes for human response.
• Case study: conflicting data from surveys, usage analytics, and stakeholder interviews.
Expected Outcome
Участникът може да събира, структурира и интерпретира experience evidence и да прави по-информирани решения, като отчита както числовите, така и наративните сигнали. citeturn0search0

Day 3
Trust-Centred Design, AI, and Continual Experience Improvement
Day Objective
Apply human-centred and trust-centred approaches to improve experience, including responsible use of AI, and establish a continuous improvement cycle.
Topics
• Trust-Centred Design — transparency, emotional clarity, and psychological safety.
• Designing digital interactions that build and maintain trust.
• Human-centred design in products and services.
• Experience accountability across the product/service lifecycle.
• Continual experience improvement.
• Applying the ITIL Continual Improvement Model to experience.
• Notice → Interpret → Hypothesize → Experiment.
• Using evidence to formulate hypotheses and design experiments.
• Reflection loops and co-creation.
• AI and experience — the impact of AI on trust, perception, and experience.
• AI governance and digital ethics for responsible and transparent use of AI.
• Evidence-informed decision making when changing experience.
• Connecting experience improvement with measurable value and stakeholder outcomes.
Practical Exercises
• Trust-centred design workshop for a critical digital interaction.
• Identify trust risks in AI-enabled experience.
• Apply notice–interpret–hypothesize–experiment to a real experience problem.
• Create an experience improvement hypothesis and experiment.
• Case study: AI changes customer/user experience — assess trust, perception, and transparency.
• Final integrated task: create an experience improvement plan for a digital product or service.
Final Exam Preparation
• Review key concepts and relationships.
• Scenario-based questions and practical case studies.
• Review experience capture, evidence, and trustworthiness/coherence.
• Practice working with the open-book format.
• Review common mistakes and time-management strategy.

What You Will Learn
Core Knowledge and Skills
• Understand experience as a human response based on anticipation, perception, and evaluation.
• Understand the value of digital experience for engagement, trust, and value co-creation.
• Analyze stakeholder perspectives and tensions between users, customers, consumer sponsors, and providers.
• Establish roles, responsibilities, and accountability for experience.
• Apply service journey mapping and identify experience moments.
• Understand experience drivers across the four ITIL dimensions.
• Collect and interpret experience evidence.
• Use narrative and numerical signals for evidence-informed decision making.
• Recognize the limitations of metrics as partial representations of human experience.
• Evaluate evidence through trustworthiness and coherence.
• Apply trust-centred design.
• Embed transparency, emotional clarity, and psychological safety into digital interactions.
• Apply continual experience improvement through notice–interpret–hypothesize–experiment.
• Understand the impact of AI on trust, perception, and experience.
• Apply AI governance and digital ethics for responsible and transparent AI use.
Who Is the Course For?
PeopleCert посочва, че ITIL Experience (Version 5) е подходящ за професионалисти на всеки етап от кариерата. Сертификацията е особено релевантна за: citeturn0search0
• Experience Lead
• Solutions Architect
• Product Owner
• Service Delivery and Management Professionals
• Practice Owner
• Business Relationship Manager
• Digital Transformation Manager
• Integration Manager
• AI Governance Manager
• IT Director
• Chief Digital Officer
Official eLearning Format
• 18 hours of interactive content.
• Self-paced learning with bite-sized modules.
• Practical exercises and quizzes.
• Scenario-based case studies.
• Real-time progress tracking.
• Embedded glossary with key terminology.

PeopleCert® International Certification Exam
След изпълнение на изискванията за модула участникът може да положи официалния PeopleCert ITIL Experience (Version 5) certification exam. citeturn0search0
Exam Format
• 40 questions.
• Multiple choice.
• 90 minutes.
• Open-book.
• Minimum passing score: 70%.
Exam Language
Официалната страница на PeopleCert посочва English като наличен език за изпита ITIL Experience (Version 5). citeturn0search0
Certification Requirements
• Any ITIL 4 certification, or ITIL Foundation (Version 5), or ITIL Foundation Bridge (Version 5).
• Training through an Accredited Training Organization or ITIL Official eLearning.
• Exam results will not be released without proof that the training requirement has been met.
Official Materials
• Official eBook — a primary resource for ITIL best practice and a reference for exam preparation, work, further study, and professional development.
• Learning Resource Kit — official training materials for ITIL Experience (Version 5), including a detailed Learner Workbook and Quick Reference Guide.
Maintaining the Certification
• Renewal every 3 years.
• 60 CPD points are required for renewal through PeopleCert Membership.
• Alternatively, the certification can be kept current by enrolling in another course from the same Product Suite and successfully passing the corresponding exam before the renewal date.