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ITIL® Experience (Version 5) puts user and customer experience at the centre of service and product management, reflecting one of the biggest shifts in the Version 5 framework. It is aimed at professionals who shape how services and products feel to use, including Experience Leads, Solutions Architects, Product Owners, Service Delivery and Management professionals, Business Relationship Managers, Digital Transformation Managers, Integration Managers, AI Governance Managers, IT Directors and Chief Digital Officers.
The module explores how human response and experience are formed, how digital experience builds value and trust, stakeholder perspectives across service delivery, how experience shows up through the service lifecycle and ITIL’s Four Dimensions, how to capture and measure experience, and how to evaluate trust and coherence – including the impact AI has on experience and its governance.
It is examined via a 40-question, 90-minute, open-book PeopleCert exam with a 70% pass mark.
By the end of this course, delegates will be able to:
– Explain how human response and experience are formed in a service context
– Describe how digital experience builds value and trust with customers and stakeholders
– Apply stakeholder perspectives when designing and delivering services
– Identify how experience shows up across the service lifecycle and ITIL’s Four Dimensions
– Capture and use experience metrics to inform decisions
– Evaluate trustworthiness and coherence in service and product delivery
– Apply continual improvement methodologies to experience management
– Explain AI’s impact on experience and its governance
This course is designed for:
– Experience Leads and Solutions Architects
– Product Owners
– Service Delivery and Management professionals
– Practice Owners and Business Relationship Managers
– Digital Transformation Managers and Integration Managers
– AI Governance Managers, IT Directors and Chief Digital Officers
Any ITIL 4 certification, or ITIL® (Version 5) Foundation, or ITIL® (Version 5) Foundation Bridge, is required before sitting the exam. Training must be completed through an Accredited Training Organization (such as BrightOak) or official PeopleCert eLearning – exam results are withheld without proof of completion.
ITIL® Experience (Version 5) examination, administered by PeopleCert:
– 40 multiple-choice questions
– 90 minutes
– Pass mark: 70%
– Open book
– Online examination voucher included, valid for 12 months
Provided by the trainer:
– Course workbook and slides (downloadable)
– Official PeopleCert practice materials
– Exam guidance and revision materials
– Online examination voucher(s), valid for 12 months
Via PeopleCert candidate portal:
– Official ITIL (Version 5) publication eBook for this module
– Official PeopleCert candidate materials
– ITIL® (Version 5) Service, Product, Strategy or Transformation – the other Version 5 modules
– SDI® The Essence of Experience (XLAs) – a deeper one-day dive into Experience Level Agreements
– ITIL® (Version 5) Managing Professional Transition – for existing ITIL 4 Managing Professionals/Masters or ITIL v3 Experts/Masters
£1450 +VAT per person
For anyone accountable for how a service or product experience feels to the people who use it, and who wants that accountability backed by a recognised qualification.
Get in touch to talk about arranging a private ITIL® (Version 5) Experience course for your organisation.
Fill out the form below, and we will be in touch shortly.
We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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