ITIL Experience (Version 5) | Human-Centred Design

ITIL^® Experience
(Version 5)

Design digital products and services that people trust, adopt and value.

ITIL Experience (Version 5) embeds human-centred and AI-aware design into digital product and service management.

It equips professionals to align trust, perception, and measurable value across the lifecycle, ensuring that digital technology feels as good as it functions.

Why It Matters

In modern digital environments, technology is judged not only by what it does, but by how it feels. ITIL (Version 5) elevates experience into a dedicated advanced module, recognizing that:

   Value is co-created through perception, trust and engagement
   Experience shapes adoption, loyalty and measurable outcomes
   Design decisions influence both functional and relational impact
   AI and automation must be applied responsibly and transparently
   Experience is not a cosmetic layer. It is a strategic capability.

Core Focus

ITIL Experience (Version 5) addresses experience as a human response across the digital product and service lifecycle. It focuses on:

Experience as anticipation, perception and evaluation over time

Integration of experience across lifecycle stages and journeys

Trustworthiness, coherence and digital ethics

Evidence-informed insight using narrative and numerical signals

Continual experience improvement through noticing, interpreting, hypothesizing and experimenting

How It Fits Within the ΙTIL Qualification Scheme

ITIL Experience (Version 5) is one of the modules within the ITIL Managing Professional stream of the ITIL Qualification Scheme.

Completion of ITIL Experience, together with ITIL Product, ITIL Service and ITIL Transformation, leads to the ITIL Managing Professional designation.

Where This Capability Adds Value

ITIL Experience (Version 5) applies across organizations seeking to treat experience as a strategic capability rather than an afterthought. It strengthens trust, improves adoption, and ensures that value is realized not only operationally, but perceptually. Its application spans:

Digital strategy and product design

Service design and delivery leadership

AI governance and responsible innovation

Enterprise-wide cultural and behavioral alignment

ITIL Product (Version 5): for collaborative product and service professionals ITIL Experience (Version 5): making digital technology feel as good as it functions ITIL Service (Version 5) module: an enterprise-wide approach to service thinking

ITIL Experience
(Version 5)

Access certification details

Explore official certification details, including the exam structure and next steps.