SM ITIL® Experience (Version 5)

Who is this course for

This course is designed for IT service management professionals, product managers, service designers, business analysts, ITIL practitioners, and anyone involved in the delivery, support, or governance of digital products and services. It is also ideal for individuals advancing their ITIL qualifications with experience‑focused competencies.

Purpose of the course

To equip professionals and organisations with the knowledge and practical skills to manage and improve digital products and services by integrating experience management principles into the ITIL framework. The course ensures that both functional and experiential aspects contribute to co-created value while respecting human dignity and enabling trust, engagement, and continual improvement.

You will learn how to

• Explain core ITIL concepts through an experience-management lens.


• Describe how experience influences products, services, relationships, and journeys.


• Explain how experience evidence is captured, measured, and governed.


• Identify and analyse key experience stakeholders and tensions between them.


• Map and manage the ITIL Product and Service Lifecycle with an experience focus.


• Distinguish between outputs, outcomes, value, costs, and risks in service relationships.


• Apply the Four Dimensions and the ITIL Value System to experience-centric delivery.


• Interpret experience signals and assess their trustworthiness and coherence.


• Use experience frameworks and continual improvement models to enhance experience.


• Explain how AI, DevOps, and project management integrate with ITIL for value creation.

Benefits for you as an individual

You will develop a comprehensive understanding of how human experience shapes the value delivered by digital products and services. You will gain practical tools for capturing and interpreting experience evidence, navigating stakeholder tensions, and using experience improvement models to drive change. This course will elevate your ability to design and operate services that are trusted, engaging, and effective, significantly enhancing your value as an ITIL practitioner.

Benefits for your organisation

Your organisation will benefit from a structured, human‑centred approach to service management. By embedding experience practices into existing ITIL processes, teams can identify and reduce friction, build trust, and improve user satisfaction. This enhances customer loyalty, strengthens organisational relationships, and delivers more sustainable value across the entire digital service landscape.

Prerequisites

Additional Exam Information

• Type: Multiple-choice questions


• Closed book: Yes


• Duration: 90 minutes


• Pass Mark: ??


• Please note that regardless of the delivery method the exam is taken after the training course using a PeopleCert exam voucher.