ITIL® Experience (Version 5)
ITIL® Experience (Version 5) teaches you to manage the human side of digital services — from trust-centred design to evidence-informed improvement. Get certified with MindMagine’s practising consultant trainers.
> 65,000
students trained since 2001
> 60,000
professionals certified
Experienced consultants
are the trainers
Category
Service Management
Certificate
ITIL Experience Version 5
Duration
3-days
The Human Side of Digital Services — ITIL® Experience (Version 5)
Most IT teams focus on whether a service works. Far fewer ask how it feels to use it — and that gap is where trust breaks down, adoption stalls, and customers quietly walk away. ITIL® Experience (Version 5) is the certification that closes that gap.
This course teaches you to look at digital services through the eyes of the people who use them. You will learn how trust, perception, and human response shape the value of a service — and how to apply structured, evidence-informed methods to design and improve experiences that genuinely work for everyone involved. It is practical, grounded in the ITIL framework, and directly relevant to the kind of work you are doing today.
What You Will Learn
After completing this ITIL Experience Version 5 training, you 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 across lifecycle stages
- Apply experience frameworks and continual improvement to strengthen the quality of digital interactions
- Explain how AI, DevOps, and project management integrate with ITIL for value creation
Skills You’ll Build
Experience Accountability
Organise roles, responsibilities, and accountability for experience across stakeholders and service journey stages
Trust-Centred Design
Embed transparency, emotional clarity, and psychological safety into digital interactions
Evidence-Informed Decision-Making
Work with experience capture techniques and use narrative and numerical signals to understand people’s real responses to your services
Who Should Attend
This course is well suited for professionals involved in designing, managing, or improving digital service experiences:
- IT & Service Professionals — IT managers, service managers, service owners, experience leads
- Design & Product Teams — UX practitioners, product managers, digital transformation leads, DevOps practitioners
- Business & Strategy Roles — business analysts, enterprise architects, CX consultants, senior IT advisors
- Governance & Compliance Professionals — AI governance leads, risk managers, digital ethics officers, IT compliance specialists
Why Choose This Course With MindMagine?
Experience management is a growing priority for organisations across every sector — and professionals who can connect human experience to service outcomes are in high demand. The ITIL® Experience (Version 5) certification is a direct response to that need, and MindMagine is one of the most experienced training providers in Asia to deliver it.
Since 2001, we have trained over 65,000 individuals and certified more than 60,000 professionals across 25+ countries. Our trainers are practising consultants who understand both the ITIL framework and the real-world pressures of digital service delivery. You will leave this course with a recognised certification, practical tools, and the clarity to lead experience improvement in your organisation.
What’s included in virtual/classroom training
- Official eBook
- Learning Resource Kit
- Exam voucher
- Free refresher course**
Course Delivery
Classroom, Virtual Classroom
Prerequisites
ITIL Foundation Version 5 certificate is required.
About the Examination
- The exam is open-book with 40 multiple-choice questions.
- The passing score is 70% (28 out of 40 questions).
- The exam lasts 90 minutes.
Exam Body
PeopleCert
** Terms & conditions applied.
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What our clients say
Concepts Covered
ITIL Foundation Recap & Experience Overview
- Key ITIL concepts reviewed from an experience perspective
- Key concepts of experience and how it arises from anticipation, perception, and evaluation
Experience Stakeholders and Tensions
- Consumer stakeholder roles: users, customers, consumer sponsors, and consumer-side tensions
- Provider stakeholder roles: agent, principal, provider sponsor, enabler, and provider-side tensions
Experience and the ITIL Four Dimensions
- How experience integrates with all four ITIL dimensions
- Improving experience through people, technology, partners, and value streams
- Applying the Four Dimensions as a governance lens for experience improvement
Experience in the ITIL Product and Service Lifecycle
- How value chain activities create experience moments across the lifecycle
- Functional vs. relational interactions
- Stakeholder role mapping and trust requirements across service journey steps
Capturing Experience — Evidence, Signals, and Quality
- Key concepts of experience capture
- Identifying and evaluating experience evidence
Service Journeys, Relationships, and Agreements
- Service relationships, agreements, and stakeholder journeys
- Roles of consumer and provider stakeholders across the journey
Continual Experience Improvement
- Applying the notice–interpret–hypothesize–experiment loop within the ITIL Continual Improvement Model
- Improvements by the system vs. improvements to the system
- The role of trust and psychological safety in experience improvement
AI, Experience, and Governance
- How AI benefits experience management
- The relationship between AI governance and digital ethics
- The ITIL AI Capability Model and how AI governance supports experience
ITIL and Complementary Frameworks
- How ITIL and DevOps work together in product and service lifecycle management
- How ITIL and PRINCE2 complement each other in service delivery
Training Schedules
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