{"id":151714,"date":"2026-02-24T17:26:14","date_gmt":"2026-02-24T20:26:14","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/?p=151714"},"modified":"2026-02-25T17:33:36","modified_gmt":"2026-02-25T20:33:36","slug":"service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/","title":{"rendered":"Service Journey in ITIL 5: The Complete Guide to Customer Experience and Digital Value"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">In today\u2019s landscape\u2014where technology is the engine of business\u2014the way we interact with customers defines an organization\u2019s success. <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/itil-version-5-launch-official-information-pmg-academy\/\">With the launch of ITIL 5<\/a>, the concept of the <\/span><b>Service Journey in ITIL 5<\/b><span style=\"font-weight: 400;\"> has become central for professionals who want not only to deliver technology, but to <\/span><b>co-create real value<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unlike the static models of the past, the journey is now seen as a <\/span><b>dynamic, adaptable flow<\/b><span style=\"font-weight: 400;\">. In this article, we\u2019ll explore the stages of this journey, the importance of user experience, and how this model fits into the new <\/span><b>Value System<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><strong>Read also: <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/itil\/the-definitive-guide-to-itil-version-5-foundation\/\">The Definitive Guide to ITIL 5<\/a><\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/#What_Is_the_Service_Journey_in_ITIL_5\" >What Is the Service Journey in ITIL 5?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/#The_7_Stages_of_the_Service_Journey_in_ITIL_5\" >The 7 Stages of the Service Journey in ITIL 5<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/#Band_of_Visibility_and_Customer_Experience_CX\" >Band of Visibility and Customer Experience (CX)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/#Why_Is_the_Service_Journey_Vital_for_Your_Career\" >Why Is the Service Journey Vital for Your Career?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/#Master_ITIL_5_with_PMG_Academy\" >Master ITIL 5 with PMG Academy<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_Is_the_Service_Journey_in_ITIL_5\"><\/span><b>What Is the Service Journey in ITIL 5?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The <\/span><b>Service Journey in ITIL 5<\/b><span style=\"font-weight: 400;\"> is defined as the sum of all activities and interactions carried out by organizations involved in service relationships to fulfill their roles as <\/span><b>provider and consumer<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s essential to understand that this journey is <\/span><b>not a linear, rigid process<\/b><span style=\"font-weight: 400;\">. The framework describes it as <\/span><b>\u201cstepping stones,\u201d<\/b><span style=\"font-weight: 400;\"> where steps can happen in different orders, simultaneously, or even in repeating cycles. This flexibility is essential to deal with the complexity of modern digital products and the market\u2019s shifting expectations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For IT professionals, mastering this journey means being able to map every customer touchpoint, ensuring the organization\u2019s <\/span><b>Value Chain<\/b><span style=\"font-weight: 400;\"> is always aligned with business needs.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_7_Stages_of_the_Service_Journey_in_ITIL_5\"><\/span><b>The 7 Stages of the Service Journey in ITIL 5<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">To make management and continual improvement easier, ITIL 5 divides the journey into seven main stages. Each stage requires specific capabilities and a clear focus on collaboration:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Explore:<\/b><span style=\"font-weight: 400;\"> Even before a formal relationship exists, the parties explore opportunities, markets, and needs. This is the phase for understanding the operating context and strategic objectives.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Engage:<\/b><span style=\"font-weight: 400;\"> Focuses on building relationships and trust. A strong relationship is a prerequisite for any successful partnership within the Value System.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Offer:<\/b><span style=\"font-weight: 400;\"> Demand is shaped into clear requirements and business cases. Provider and consumer align on what can be delivered to meet the identified needs.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Agree:<\/b><span style=\"font-weight: 400;\"> The moment to align expectations and formalize scope and service quality. This is where you plan how value will be tracked.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Onboard:<\/b><span style=\"font-weight: 400;\"> Involves the practical transition, where resources from both parties are integrated (or separated) to begin operations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Co-create:<\/b><span style=\"font-weight: 400;\"> The execution phase. The consumer uses the provider\u2019s resources, and both act together to generate the planned value.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Reflect:<\/b><span style=\"font-weight: 400;\"> After delivery, value is evaluated. Feedback is collected to fuel continual improvement and to decide on new investments or changes.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Band_of_Visibility_and_Customer_Experience_CX\"><\/span><b>Band of Visibility and Customer Experience (CX)<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">An innovative concept in the <\/span><b>Service Journey in ITIL 5<\/b><span style=\"font-weight: 400;\"> is the <\/span><b>Band of Visibility<\/b><span style=\"font-weight: 400;\">. It represents the shared space between provider and consumer. The closer the partnership, the wider this band becomes\u2014enabling transparency that makes problem-solving and innovation easier.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Within this visibility, two pillars of satisfaction stand out:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customer Experience (CX):<\/b><span style=\"font-weight: 400;\"> The customer\u2019s perception (the buyer\/sponsor) based on functional and emotional interactions with the service and the provider.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>User Experience (UX):<\/b><span style=\"font-weight: 400;\"> Focuses on the end user (the operator). It is shaped by digital product design and ease of use during service consumption.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In ITIL 5, it\u2019s not enough for the service to work technically\u2014it must be <\/span><b>perceived as valuable<\/b><span style=\"font-weight: 400;\">. If UX is poor, users become frustrated; if CX fails, the customer won\u2019t renew the contract. Balancing these elements is what sustains the Value System.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Why_Is_the_Service_Journey_Vital_for_Your_Career\"><\/span><b>Why Is the Service Journey Vital for Your Career?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Understanding the <\/span><b>Service Journey in ITIL 5<\/b><span style=\"font-weight: 400;\"> transforms an IT professional from a \u201cticket resolver\u201d into a <\/span><b>value strategist<\/b><span style=\"font-weight: 400;\">. By applying these concepts, you can:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Identify bottlenecks in digital service delivery<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve customer retention through superior CX<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Justify technology investments based on real business outcomes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lead digital transformations focused on co-creation\u2014not just technical implementation<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Modern organizations aren\u2019t looking only for technicians anymore\u2014they want specialists who understand how technology flows across the organization to create measurable impact.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Master_ITIL_5_with_PMG_Academy\"><\/span><b>Master ITIL 5 with PMG Academy<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Transitioning to ITIL 5 requires a major mindset update. The focus has moved away from infrastructure and into the era of <\/span><b>digital products<\/b><span style=\"font-weight: 400;\"> and <\/span><b>artificial intelligence<\/b><span style=\"font-weight: 400;\">. If you want to lead this shift and become a reference in IT Governance, the right preparation is your biggest differentiator.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At <\/span><b>PMG Academy<\/b><span style=\"font-weight: 400;\">, we offer practical, official training so you can master the <\/span><b>Value System<\/b><span style=\"font-weight: 400;\">, the <\/span><b>Value Chain<\/b><span style=\"font-weight: 400;\">, and the entire value journey.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Explore our courses and earn your ITIL 5 certification today.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How have you been managing your customer journey so far? Share your experience in the comments or ask your questions about what\u2019s new in ITIL 5!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In today\u2019s landscape\u2014where technology is the engine of business\u2014the way we interact with customers defines an organization\u2019s success. With the launch of ITIL 5, the concept of the Service Journey in ITIL 5 has become central for professionals who want not only to deliver technology, but to co-create real value. Unlike the static models of [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8074],"tags":[],"class_list":["post-151714","post","type-post","status-publish","format-standard","hentry","category-itil"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service Journey in ITIL 5: The Complete Guide to Customer Experience and Digital Value - PMG Academy<\/title>\n<meta name=\"description\" content=\"With ITIL 5, the Service Journey has become central for professionals seeking not only to deliver technology, but to co-create real value.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Journey in ITIL 5: The Complete Guide to Customer Experience and Digital Value\" \/>\n<meta property=\"og:description\" content=\"With ITIL 5, the Service Journey has become central for professionals seeking not only to deliver technology, but to co-create real value.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2026-02-24T20:26:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-25T20:33:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2021\/02\/23190406\/cropped-Asset-1%40azul-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"Service Journey in ITIL 5: The Complete Guide to Customer Experience and Digital Value\",\"datePublished\":\"2026-02-24T20:26:14+00:00\",\"dateModified\":\"2026-02-25T20:33:36+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/\"},\"wordCount\":759,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"articleSection\":[\"ITIL\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-journey-in-itil-5-the-complete-guide-to-customer-experience-and-digital-value\/\",\"name\":\"Service Journey in ITIL 5: The Complete Guide to Customer Experience and Digital Value - 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