Course Overview
This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.
Who should attend
- Strategy professionals
- Product professionals
- Service professionals
Prerequisites
- Any ITIL 4 certification or
- ITIL Version 5 Foundation (ITIL5F)
- Accredited training or Official eLearning
Course Objectives
- Enables the design, delivery, and continual improvement of meaningful digital experiences by embedding experience thinking into products and services
- Connects decision-making to real-world outcomes, improving returns, sharpening positioning, and strengthening executive alignment
- Improves time to market by reducing rework and improving the relevance, usability, and satisfaction of what is delivered
- Builds trust by treating experience as an integral part of the service, making digital technology more human and reducing the frequency of issues
Course Content
- Key ITIL terms and definitions
- ITIL Experience
- Capturing Experience
- Service journey
- ITIL and AI
- ITIL and other frameworks