ITIL® Experience (versio 5)
1.–2.12.2026
|
hybrid: Keilaranta 1 Business Park, Espoo
Ohjelma
Tiistaina 1.12.
09:00
Introduction
09:30
ITIL Foundation recap and experience overview, part I
Key
c
oncepts of ITIL
10:15
Tauko
10:30
ITIL Foundation recap and experience overview, part II
Key
c
oncepts of
e
xperience
11:15
Experience stakeholders and tensions, part I
Service stakeholders
Key experience stakeholders’ roles
12:00
Lounastauko
12:45
Experience stakeholders and tensions, part II
Consumer stakeholders’ roles
The provider stakeholders’ roles
13:30
Experience and the ITIL four dimensions, part I
How experience integrates/influences/is reflected in all ITIL four dimensions
How to improve experience through the ’organisations and people’ dimension
14:00
Kahvitauko
14:20
Experience and the ITIL four dimensions, part II
How to improve experience through the ’partners and suppliers’ dimension
How to Improve experience through the ’information and technology’ Dimension
How to Improve experience through the ’value streams and processes’ Dimension
Apply the ITIL four dimensions
16:00
Huomiseen! Ensimmäinen koulutuspäivä päättyy
Keskiviikkona 2.12.
09:00
Experience in the ITIL Product and Service Lifecycle
Experience in the ITIL product and service lifecycle
Value chain activities
Functional and relational interactions
Apply stakeholder role mapping
Differentiate functional vs. relational interactions
10:10
Tauko
10:30
Capturing experience: evidence, signals, and quality
Key concepts of experience capture
Experience evidence
11:00
Service journeys: relationships, agreements, and stakeholder journeys
Service Relationships, agreements, and journeys
Organisations
Consumer stakeholders
Provider stakeholders
12:00
Lounastauko
12:40
Continual experience improvement
Digital experience improvement
14:00
Kahvitauko
14:20
AI, experience, and governance
Experience management in the AI context
AI governance
15:00
ITIL and other frameworks
ITIL and DevOps
ITIL and PRINCE2
15:30
What next?
16:00
Kiitos! Koulutus päättyy.