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ITIL® (Version 5) Experience Including Exam
Code:
ITIL5MP-E
Duration:
3 Day
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$2395
USD
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This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.
The courseware and exam are currently only available in English.
ITIL is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
This course is available in the following formats:
Duration: 3 Day
Duration: 3 Day
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Delivery Format: Virtual Classroom
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$ 2395 |
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Delivery Format: Virtual Classroom
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$ 2395 |
After you complete this course, you will be able to:
- Enable the design, delivery, and continual improvement of meaningful digital experiences by embedding experience thinking into products and services.
- Connect decision-making to real-world outcomes, improving returns, sharpening positioning, and strengthening executive alignment.
- Improve time to market by reducing rework and improving the relevance, usability, and satisfaction of what is delivered.
- Build trust by treating experience as an integral part of the service, making digital technology more human and reducing the frequency of issues.
Module 1: Key ITIL terms and definitions
- 1.1 Key concepts of ITIL
- 1.2 Key concepts of Experience
Module 2: ITIL Experience
- 2.1 Service Stakeholders
- 2.2 Experience and the ITIL Four Dimensions
- 2.3 Experience in the ITIL Product and Service Lifecycle
Module 3: Capturing experience
- 3.1 Key concepts of experience capture
- 3.2 Experience evidence.
Module 4: Service Journey
- 4.1 Service relationships, agreements, and journeys
- 4.2 Organizations
- 4.3 Consumer stakeholders
- 4.4 Provider stakeholders
- 4.5 Digital experience improvement
Module 5: ITIL and AI
- 5.1 Experience management in the AI context
- 5.2 AI Governance
Module 6: ITIL and other frameworks
- 6.1 ITIL and DevOps
- 6.2 ITIL and PRINCE2
Module 1: Key ITIL terms and definitions
- 1.1 Key concepts of ITIL
- 1.2 Key concepts of Experience
Module 2: ITIL Experience
- 2.1 Service Stakeholders
- 2.2 Experience and the ITIL Four Dimensions
- 2.3 Experience in the ITIL Product and Service Lifecycle
Module 3: Capturing experience
- 3.1 Key concepts of experience capture
- 3.2 Experience evidence.
Module 4: Service Journey
- 4.1 Service relationships, agreements, and journeys
- 4.2 Organizations
- 4.3 Consumer stakeholders
- 4.4 Provider stakeholders
- 4.5 Digital experience improvement
Module 5: ITIL and AI
- 5.1 Experience management in the AI context
- 5.2 AI Governance
Module 6: ITIL and other frameworks
- 6.1 ITIL and DevOps
- 6.2 ITIL and PRINCE2
This course is aimed at:
- Individuals continuing their journey in service management
- Strategy professionals
- Product professionals
- Service professionals