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.Updated 4/2026 Module 1: Key ITIL® terms and definitions1.1 Key concepts of ITIL®1.2 Key concepts of ExperienceModule 2: ITIL® Experience2.1 Service Stakeholders2.2 Experience and the ITIL® Four Dimensions2.3 Experience in the ITIL® Product and Service LifecycleModule 3: Capturing experience3.1 Key concepts of experience capture3.2 Experience evidence.Module 4: Service Journey4.1 Service relationships, agreements, and journeys4.2 Organizations4.3 Consumer stakeholders4.4 Provider stakeholders4.5 Digital experience improvementModule 5: ITIL® and AI5.1 Experience management in the AI context5.2 AI GovernanceModule 6: ITIL® and other frameworks6.1 ITIL® and DevOps6.2 ITIL® and PRINCE2®
