ITIL 5 Managing Professional "Experience"
Training and Certification

In the ITIL Version 5 Experience Training course from the Managing Professional series, you’ll learn how to purposefully design, manage, and continuously improve customer experience and employee experience. The focus is on understanding experience not as a “soft factor,” but as a measurable and controllable component of value creation.

You will develop a solid understanding of how experiences are created throughout the entire digital product and service lifecycle and how they influence the perception, use, acceptance, and success of digital products and services. ITIL Version 5 demonstrates how experience is systematically incorporated into decisions, prioritizations, and improvement initiatives.

A key component of the training is the connection between experience, service quality, and value creation. You will learn how to identify expectations, evaluate experiences, and make effective use of feedback to further develop services and products in a targeted manner. In the process, it becomes clear how customer and employee experiences must be considered together to achieve sustainable results.

In addition, you’ll learn how to make the customer experience measurable and how qualitative and quantitative insights are incorporated into governance, management, and continuous improvement. The focus is on transparency, consistency, and the deliberate design of experiences across organizational and team boundaries.

Upon completion of the training, you will be able to apply ITIL Version 5 Experience in a targeted manner to create positive experiences, enhance value creation, and consistently align services and products with user and customer needs.

The ITIL Version 5 Experience Training is designed for specialists and managers who are responsible for designing, managing, or further developing the customer and employee experience. It is particularly aimed at individuals who view experience as a strategic success factor and wish to systematically embed it within their organizations.

The target audience includes service managers, experience managers, product managers, and those in customer and employee experience roles, as well as individuals working at the intersection of business, IT, service management, and HR. Executives who want to specifically improve customer satisfaction, user acceptance, and employee retention will also benefit from this training.

In addition, this training is ideal for anyone who wants to consistently design services and products with the user in mind and establish the user experience as an integral part of modern value creation.

A prerequisite for this ITIL Practice Manager training is successful completion of the ITIL 4 or Version 5 Foundation course.