ITIL® Experience (Version 5) + exam

Course code: ITILEX5

This course provides you with the expertise needed to integrate human-centered and AI-aware design into digital products and services, ensuring that trust, perception, and value are aligned throughout the entire lifecycle.

The certification exam fee is included in the course price.

Akční cena

1 339 EUR

1 620 EUR including VAT

The earliest date from 15.06.2026

Selection of dates

Do you have a question?

+420 731 175 867 edu@edutrainings.cz

Professional
and certified lecturers

Internationally
recognized certifications

Wide range of technical
and soft skills courses

View soft skills courses

Great customer
service

Making courses
exactly to measure your needs

Course dates
Course description
Target group
Course structure
Prerequisites
Certification

Course dates

Starting date: 15.06.2026

Type: In-person/Virtual

Course duration: 3 days

Language: en/cz

Price without VAT: 1 339 EUR Akční cena

Starting date: 12.10.2026

Type: In-person/Virtual

Course duration: 3 days

Language: en/cz

Price without VAT: 1 339 EUR Akční cena

Starting date: Upon request

Type: In-person/Virtual

Course duration: 3 days

Language: en/cz

Price without VAT: 1 339 EUR Akční cena

	Starting date	Type	Course duration	Language		Price without VAT
	15.06.2026	In-person/Virtual	3 days	en/cz	A	1 339 EUR	Register

	12.10.2026	In-person/Virtual	3 days	en/cz	A	1 339 EUR	Register

	Upon request	In-person/Virtual	3 days	en/cz	A	1 339 EUR	Register
G	Guaranteed course
A	Akční cena

Didn't find a suitable date?

Write to us about listing an alternative tailor-made date.

Contact

Course description

Showcase your ability to deliver, manage and improve digital services from start to finish, and handle critical tasks in the field.
Certify your expertise in managing digital products and services, making you the preferred choice in today’s competitive landscape.
Equip yourself with relevant, in-demand skills to improve your daily work, accelerate your growth, and qualify for a wide range of attractive roles worldwide.

Target group

The course is intended for professionals involved in delivering, managing, or improving digital services within organizations.

It is suitable for:

IT managers and team leaders
IT Service Management specialists
service managers and operations managers
project managers and agile coaches
product managers and service owners
developers, architects, and technical leads who want to better understand how services operate
consultants and analysts in IT and digital transformation

The course is also ideal for anyone who wants to better align strategy, delivery, and operations of IT services and improve their quality, reliability, and value for customers.

Course structure

What will you learn?

Experience as human response

Learn how experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co‑creation over time.

Digital experience and its value

Develop a clear understanding of digital experience as feelings, thoughts, and bodily responses to interactions with digital products and services, and why it matters for value and trust.

Stakeholder perspectives

Explore the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience in real journeys.

Experience in the Lifecycle

Discover how service journeys, experience moments, and functional and relational interactions emerge across lifecycle stages.

Experience drivers

Understand how experience is shaped across The ITIL Four Dimensions of Product and Service Management (organizations and people, information and technology, partners and suppliers, and value streams and processes) and how each dimension contributes to improving experience.

Experience capture

Examine experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience.

Trustworthiness and coherence

Analyze how to apply criteria such as trustworthiness and coherence to evaluate experience evidence.

Continual experience improvement

Gain an in-depth understanding of continual experience improvement using the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.

AI and experience

Explore how AI affects trust, perception, and experience, and how AI governance and digital ethics ensure responsible and transparent use.

What skills will you acquire?

Experience accountability

Organize roles, responsibilities, and accountability for experience across stakeholders and service journey stages.

Trust-Centered Design

Learn how to embed transparency, emotional clarity, and psychological safety into digital interactions.

Evidence‑informed decision making

Develop the expertise to work with experience capture, recognize experience evidence, and use narrative and numerical signals to understand people’s real response.