IT governance & services - ITIL® Experience (Version 5), PeopleCert ITIL® Foundation Certification
A practical course focused on ITIL® Experience (Version 5), PeopleCert ITIL® Foundation Certification. Participants build skills across three priorities: Introduction, ITIL® Core Concepts and Global Perspective on the Experience, Experience and experience management stakeholders.
Detailed programme
Introduction
- Positioning of ITIL® Experience within the ITIL® qualification scheme.
- Objectives of the module and articulation with other ITIL® publications and certifications.
Collective reflection
- Guided discussion in pairs or small groups, matching ITIL® concepts.
ITIL® Core Concepts and Global Perspective on the Experience
- Structured reminder of the key concepts of ITIL®: guiding principles, product concepts and services, product/service life cycle, four dimensions and ITIL® value system.
- Understanding experience as a human phenomenon: feelings, cognition, body condition, anticipation, perception and evaluation.
- Specificities of digital experience and relationship between experience, value, trust and commitment.
Discussion
- Sharing of significant user experience (positive or negative) recently experienced in a digital service or product.
Experience and experience management stakeholders
- Identification of key stakeholders, consumer side and supplier side.
- Analysis of tensions: consumer–supplier, internal consumer tensions, internal supplier tensions.
ITIL® Experience and four ITIL dimensions
- Analysis of the role of value chain activities (discover, design, acquire, build, transition, exploit, provide/support) in creating moments of experience.
- Distinction between functional and relational interactions.
- Finding common frictions: unaligned expectations, blurred chords, insufficient feedback loops.
- Mapping of roles and trust requirements throughout the journey.
Capture Experience: Evidence, Signals and Quality
- Issues and limitations of capture and measurement of experience.
- Exploring the four areas of experience: personal, functional, relational and contextual.
- Typology of evidence: digital and narrative signals, primary, secondary and tertiary data.
- Evaluation of data quality: consistency, reliability, frequent anti-patterns, capture roles and tools.
Service path: stakeholder relationships, agreements and paths
- Understanding of service relationships and types of agreements.
- Reading the experience in its contractual and relational dimensions.
- The seven stages of the journey service: explore, engage, offer, agree, onboard, co-create, reflect.
- Analysis of consumer and supplier paths, identification of concerns, signals and anti-patterns according to key roles and moments.
Continuous improvement of the experience
- Integration of the experience into the continuous improvement model of ITIL®.
- Central role of confidence and psychological safety in signal reliability and quality of improvements.
- Impacts on dimensions: organization & people, information & technology, partners & suppliers, value flow.
AI, experience, governance
- AI inputs to capture, interpret and pilot the experiment.
- Model of integration of AI with an experience perspective.
- Responsible governance: digital ethics, explicability, trust, preservation of human autonomy.
- Positioning of the AI as a co-actor in service routes.
ITIL® and other reference frames
- Complementarity ITIL®–DevOps for product/service life cycle management.
- Contribution of project management in the conduct of transformations.
- Articulation between ITIL® and PRINCE2 to drive lasting changes, products and services.
Course review and preparation for examination
- Summary and revision of key concepts.
- Quiz and consolidation activities.
- Guided preparation for the ITIL® Experience exam (v5).
- White exam.
Tell us about your project
Our offices
- Exceev Consulting
61 Rue de Lyon
75012, Paris, France - Exceev Technology
332 Bd Brahim Roudani
20330, Casablanca, Morocco