SMITIL® Experience (Version 5)

Integrating Human Experience into Digital Product and Service Management

The ITIL® Experience (Version 5) course introduces a transformative approach to ITIL by embedding human experience into the design, delivery, and continual improvement of digital products and services. The course extends the ITIL Value System by focusing on feelings, perceptions, trust, behaviour, and human response as essential components of value creation. Learners explore how experience shapes outcomes across the entire ITIL Product & Service Lifecycle, and how organisations can capture, interpret, and act on experience signals to improve digital services holistically.