ITIL® Experience (Version 5) - Classroom (Exam Included)
2.650,00 EUR
- 2 days
Create digital services that customers value and trust with the ITIL® Experience (Version 5) course. As part of the ITIL Managing Professional (Version 5) pathway, this advanced certification focuses on integrating experience-led thinking into service management to improve customer satisfaction, stakeholder engagement, and business outcomes. You'll learn how to design user-centred services, map service journeys, analyse experience data, and apply ITIL best practices to deliver meaningful experiences across the entire product and service lifecycle
Key Features
Language
Course and materials are in English
Level
Beginner – intermediate level
2 days (16 hours) live classroom
with accredited trainers and 21 hours recommended study time
Exercises and solutions
Downloadable PDF documents with detailed content (slides, explanations)
Online Exam voucher valid for 1 year
Official ITIL5 e-book included with the exam
Certificate
Certificate of completion available
Learning Outcomes
At the end of this course, you will be able to:
Explain
Explain the principles of experience management within ITIL.
Apply
Apply the ITIL Experience Model to improve customer and stakeholder experiences.
Design
Design and evaluate user journeys across digital services.
Improve
Measure and improve service experiences using experience evidence and feedback.
Align
Align experience management with business objectives and continual improvement.
Prepare
Prepare for the ITIL Experience (Version 5) certification exam.
What’s New
in ITIL (Version 5)
Built for digital-first, AI-enabled organisations, this course delivers hands-on guidance for managing digital products, platforms, and services within one unified, value-focused lifecycle. You’ll gain practical skills to boost service performance, achieve measurable business results, and improve customer and user experiences.
Whether you’re growing your career or transforming the way your organisation operates, ITIL® 5 offers a strong competitive advantage. It marks the starting point of your ITIL pathway, leading to a globally recognised certification and progression to advanced levels.
- Integrated, Expanded Framework: Goes beyond traditional ITSM to include digital products, platforms, and services within a single value-driven model.
- AI-Ready by Design: Created with AI at its core, offering clear guidance on responsible, ethical, and transparent AI adoption.
- End-to-End Lifecycle Alignment: Brings product and service management together across design, delivery, operation, and continual improvement to break down silos and sustain value creation.
- Experience-Focused Value Delivery: Centres on customer, user, and employee experience, prioritising measurable outcomes over rigid processes.
Course timeline
ITIL Framework Fundamentals
Lesson 01
Understand the core ITIL concepts, including the Guiding Principles, Service Value System, Product & Service Lifecycle, and the Four Dimensions of Service Management.
Experience Management Concepts
Lesson 02
Learn how customer expectations, perceptions, and interactions influence digital service experiences and business value.
Capturing Experience Insights
Lesson 03
Explore techniques for collecting and analysing customer feedback, behavioural data, and other experience metrics to drive service improvements.
Service Journey Management
Lesson 04
Discover how to map and optimize customer and provider journeys, identify pain points, and enhance experiences across every stage of service delivery.
Who Should Enroll in this Program?
ideal for anyone working with digital products and services who want to understand how modern organisations manage digital products, services, and value delivery
Customer Experience (CX) professionals
Service Managers and Service Owners
Service Designers and UX professionals
IT Service Management (ITSM) practitioners
Digital transformation and business relationship managers
Professionals pursuing the ITIL Managing Professional (Version 5) certification
Prerequisites
Prerequisites
- Hold an ITIL Foundation (Version 5) or any ITIL 4 certification.
- Complete an accredited ITIL Experience (Version 5) training course before taking the certification exam.
Exam & Certification Details
Upon completing the accredited training, candidates can take the official PeopleCert ITIL® Experience (Version 5) examination.
Exam Format
- Duration: 90 minutes
- Format: Closed book
- Questions: 40 multiple-choice questions
- Pass Mark: 28/40 (70%)
Candidates who successfully pass the exam will receive the official ITIL® Experience (Version 5) certification issued by PeopleCert. This certification contributes toward the ITIL Managing Professional (Version 5) designation and follows the PeopleCert Continuing Professional Development (CPD) programme.
Licensing
and equality policy
Licensing and accreditation
ITIL version 5 is accredited by PeopleCert, based on partner agreements and meets accreditation requirements.
Equality policy
PeopleCert: PeopleCert provides a Special Considerations Policy for exam accommodations. Candidates requiring accommodations should refer to the PeopleCert terms and policies at PeopleCert Special Considerations Policy.
Frequently Asked Questions
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