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.
EDU Trainings is the official ITIL® Accredited Training Organization (ATO). ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
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Starting date: 15.02.2027
Type: In-person/Virtual
Course duration: 3 days
Language: en/cz
Price without VAT: 1 339 EUR Akční cena
Starting date: 24.07.2027
Type: In-person/Virtual
Course duration: 3 days
Language: en/cz
Price without VAT: 1 339 EUR Akční cena
Starting date: 13.09.2027
Type: In-person/Virtual
Course duration: 3 days
Language: en/cz
Price without VAT: 1 339 EUR Akční cena
Starting date: 13.12.2027
Type: In-person/Virtual
Course duration: 3 days
Language: en/cz
Price without VAT: 1 339 EUR Akční cena
Starting date: 07.02.2028
Type: In-person/Virtual
Course duration: 3 days
Language: en/cz
Price without VAT: 1 339 EUR Akční cena
Starting date: Upon request
Guaranteed
Type: E-learning
Course duration: 365 days
Language: en
Price without VAT: 810 EUR
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 |
Place |
Type | Course duration |
Language | Price without VAT | |||
|---|---|---|---|---|---|---|---|---|
| 15.02.2027 | In-person/Virtual | 3 days | en/cz | A | 1 339 EUR | Register | ||
| 24.07.2027 | In-person/Virtual | 3 days | en/cz | A | 1 339 EUR | Register | ||
| 13.09.2027 | In-person/Virtual | 3 days | en/cz | A | 1 339 EUR | Register | ||
| 13.12.2027 | In-person/Virtual | 3 days | en/cz | A | 1 339 EUR | Register | ||
| 07.02.2028 | In-person/Virtual | 3 days | en/cz | A | 1 339 EUR | Register | ||
| G | Upon request | E-learning | 365 days | en | 810 EUR | Register | ||
| Upon request | In-person/Virtual | 3 days | en/cz | A | 1 339 EUR | Register | ||
| G | Guaranteed course | |||||||
| A | Akční cena | |||||||
The course is intended for professionals involved in delivering, managing, or improving digital services within organizations.
It is suitable for:
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.
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.
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.
This module requires the completion of:
