ITIL and Service Management

Prerequisites

Participants must hold one of the following certifications:

• ITIL (Version 5) Foundation Certificate
• Any ITIL4 Certificate

Target audience

This course is designed for:

• Service management professionals seeking to extend ITIL into experience management
• Product managers, service owners, and digital leaders responsible for value delivery
• IT, operations, and transformation professionals embedding human-centred approaches
• Organisations looking to enhance trust, engagement, and perceived value in digital services

ITIL Experience Course Content

Module 1 - ITIL foundation recap and experience overview

• Revisits key ITIL concepts through an experience lens, exploring how value, outcomes, cost, and risk are shaped by perception and trust. The module highlights the shift from service management to experience management and explains why experience drives business value and organisational reputation.

Module 2 - Experience stakeholders and tensions

• Covers how organisations identify internal and external stakeholders, understand competing priorities, and manage the tensions between efficiency, compliance, and human impact. Trust, emotion, and behavioural drivers are examined to help navigate stakeholder trade-offs effectively.

Module 3 - Experience and the four dimensions

• Applies the ITIL four dimensions to experience design, looking at organisations and people, information and technology, partners and suppliers, and value streams and processes. The module emphasises culture, behaviour, digital trust, shared accountability, and designing for both perception and performance.

Module 4 - Experience in the ITIL product and service lifecycle

• Explores embedding experience thinking into strategy, portfolio decisions, product design, development, operational delivery, and transition. Learners will understand how to manage perception throughout change, transition, and retirement phases.

Module 5 - Capturing experience: evidence, signals, and quality

• Focuses on measuring and managing experience using quantitative and qualitative data, feedback loops, sentiment analysis, and behavioural signals. Governance models are explored to balance performance, cost, and satisfaction.

Module 6 - Service journeys: relationships, agreements, and stakeholder journeys

• Examines end-to-end service journeys, identifying moments that matter and emotional inflection points. The module highlights experience in service agreements and relationship management while emphasising the design of cross-functional journeys that transcend organisational siloes.

Module 7 - Continual experience improvement

• Covers integrating continual improvement with experience frameworks, prioritising improvements based on stakeholder value, and embedding learning cycles and adaptive governance. Learners will explore building organisational capability for ongoing experience maturity.

Module 8 - AI, experience, and governance

• Explores the role of AI in shaping service perception, including automation, trust, and ethical considerations. Governance structures and human oversight are examined to ensure dignity and accountability in AI-supported services.

Module 9 - ITIL and other frameworks

• Examines how ITIL integrates with DevOps, project management, agile, and digital transformation frameworks, highlighting synergies and creating a cohesive value ecosystem across methodologies.

Exams and assessments

This course includes a formal certification exam:

• 40 multiple-choice questions
• 90 minutes duration
• Open book (The official ITIL Experience publication may be used during the exam, including notes made within the text. No other reference materials are permitted.)
• Pass mark: 28 out of 40 (70%)
• The exam is delivered online via PeopleCert and can be taken at the learner’s convenience

Hands-on learning

This course includes:

• Experience mapping exercises using real-world scenarios
• Stakeholder tension analysis workshops
• Governance and AI case discussions
• Continual improvement planning activities linked to participant organisations