ITIL
ITIL, the global best practices framework for IT service management (certified by Peolplecert).
Detect friction and build trust.
This three-day ITIL® 5 Experience course helps participants design and manage digital products and services that create positive, trustworthy, and outcome-focused experiences. It examines how stakeholders perceive value across product and service journeys and shows how to use ITIL principles, the four dimensions, and modern practices to improve those experiences in a measurable way.
Participants learn how to identify friction points, capture experience evidence, interpret metrics, and use governance, AI, and digital ethics to shape better interactions between providers and consumers. The course is designed for professionals who need to improve satisfaction, trust, adoption, and journey quality across digital products and services while preparing for the ITIL® 5 Experience certification exam.
Is it for you ?
Professionals involved in designing, delivering, operating, or supporting digital products and services;
Experience managers, service designers, customer journey owners and customer relationship managers;
Service or product leaders who need to improve adoption, trust, and perceived value;
ITIL practitioners seeking advanced ITIL® 5 certifications.
Prerequisites
ITIL® Foundation (Version 5) certification is required.
What You'll Walk Away With
- ✓ See services through the eyes of users, customers, and stakeholders.
- ✓ Detect friction points before they erode trust and adoption.
- ✓ Use experience data to guide improvement priorities more effectively.
- ✓ Improve journeys, not just processes.
- ✓ Balance AI-enabled efficiency with trust, governance, and digital ethics.
Training content
1 Foundations of experience-led value creation (Day 1)
- Introduction to ITIL® Experience and experience-led value creation
- Key ITIL concepts, guiding principles, and the service value system
- Experience fundamentals and digital experience systems
- Stakeholders, expectations, and provider-consumer relationships
2 Measuring and interpreting experience across the lifecycle (Day 2)
- Experience across the ITIL product and service lifecycle
- Using the ITIL four dimensions as a lens for experience improvement
- Capturing, structuring, and measuring experience data
- Experience evidence, metrics, common anti-patterns, and improvement priorities
3 Improving journeys: frictions, AI, and digital ethics (Day 3)
- Service journeys and stakeholder journeys
- Identifying experience frictions and selecting improvement techniques
- AI, governance, and digital ethics in experience management
- ITIL alignment with DevOps and PRINCE2
- Exam preparation and review
Keep in Mind
Best fit for user experience, trust, adoption, and journey quality; choose ITIL® Service (version 5) for live-service excellence or ITIL® Product (version 5) for product lifecycle management. Official exam included, voucher valid 12 months. Open-book, 40 multiple-choice questions, 90 minutes, taken online.
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.
