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Training
Certificate
Course Information
Course Name
MPE: ITIL Experience (Version 5)
Exam code
MPE
Duration
3 Days
Overview
Audience Profile
Prerequisities
At Course Completion
Course Outline
Overview
ITIL® Experience is designed for professionals who direct, develop, or deliver digital products and services, especially those who know that functional success alone is not enough. It will
- help strategy professionals strengthen credibility by showing how human-centred approaches support clear goals such as return, engagement, and competitive advantage
- support product professionals in reducing rework by understanding user needs earlier, so products are adopted quickly and used effectively, not just delivered to spec
- guide service professionals towards proactive, reliable, empathic service that builds trust, prevents issues, and reduces pressure on delivery teams.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Overview
Overview
ITIL® Experience is designed for professionals who direct, develop, or deliver digital products and services, especially those who know that functional success alone is not enough. It will
- help strategy professionals strengthen credibility by showing how human-centred approaches support clear goals such as return, engagement, and competitive advantage
- support product professionals in reducing rework by understanding user needs earlier, so products are adopted quickly and used effectively, not just delivered to spec
- guide service professionals towards proactive, reliable, empathic service that builds trust, prevents issues, and reduces pressure on delivery teams.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Audience Profile
Audience Profile
ITIL Experience speaks to a broad and collaborative professional community, including:
- Strategy professionals want to strengthen their influence and credibility. They aim to show that human-centred approaches support clear business goals, such as better returns, stronger customer engagement, and competitive advantage. They work to align executive thinking and break down organizational silos around experience.
- Product professionals are under pressure to deliver faster and with fewer revisions. They want to avoid wasted effort by better understanding user needs from the start, so they build products that are adopted quickly and used effectively, not just ones that meet technical requirements.
- Service professionals want to move beyond reactive support. Instead of fixing problems after the fact, they want to prevent them. They want to be known for reliable, empathic service that strengthens trust with users while also reducing pressure on delivery teams.
Prerequisities
Prerequisites
ITIL 4 Foundation or ITIL Foundation (Version 5)
At Course Completion
At Course Completion
By the end of this course, you will be able to:
- explain core ITIL concepts from an experience management perspective
- describe how experience influences products, services, relationships, and journeys
- explain how experience is captured, measured, and governed
- apply experience frameworks and continual improvement to enhance experience
- explain how AI, DevOps, and project management integrate with ITIL for value creation.
Course Outline
Course Outline
Module 1: ITIL Foundation recap and Experience overview
Module 2: Experience stakeholders and tensions
Module 3: Experience and the Four Dimensions
Module 4: Experience in the ITIL Product and Service Lifecycle
Module 5: Capturing experience: evidence, signals, and quality
Module 6: Service journeys: relationships, agreements, and stakeholder journeys
Module 7: Continual experience improvement
Module 8: AI, experience, and governance
Module 9: ITIL and other frameworks
