Gain the expertise needed to align customer trust, user perception, and organizational value across the entire product lifecycle in modern IT environments.
Learn how experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co‑creation over time.
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.
Explore the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience in real journeys.
Discover how service journeys, experience moments, and functional and relational interactions emerge across lifecycle stages.
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.
Examine experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience.
Analyze how to apply criteria such as trustworthiness and coherence to evaluate experience evidence.
Gain an in-depth understanding of continual experience improvement using the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.
Explore how AI affects trust, perception, and experience, and how AI governance and digital ethics ensure responsible and transparent use.
Organize roles, responsibilities, and accountability for experience across stakeholders and service journey stages.
Learn how to embed transparency, emotional clarity, and psychological safety into digital interactions.
Develop the expertise to work with experience capture, recognize experience evidence, and use narrative and numerical signals to understand people’s real response.
* Any ITIL 4 certification or ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5)
* Training through an Accredited Training Organization or ITIL Official eLearning
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