ITIL® Experience (Version 5) - eLearning (Exam Included)
1.250,00 EUR
- 21 hours
Deliver exceptional customer and stakeholder experiences with the ITIL® Experience (Version 5) course. As one of the three modules in the ITIL Managing Professional (Version 5) pathway, this certification focuses on designing and managing experience-led digital services that create value for customers, users, employees, and the business. Through accredited eLearning, official PeopleCert materials, practical exercises, and mock exams, you'll learn how to apply the ITIL Experience Model, improve customer journeys, measure service experiences, and embed human-centred practices into modern service management
Key Features
Language
Course material available in English
Level
Intermediate level for aspiring professionals
120 days access to the learning platform
and exam voucher (included together)
Presentation
and lessons available in English
21+ hours recommended study time
Program completion certification included
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.
Course timeline
Experience Management Fundamentals
Lesson 01
Learn the principles of experience-led service management and how experiences create business value.
ITIL Experience Model
Lesson 02
Explore the Experience Model, including stakeholder journeys, touchpoints, and experience evidence.
Customer & User Journeys
Lesson 03
Understand how to map, measure, and improve customer and employee experiences throughout the service lifecycle.
Human-Centred Service Design
Lesson 04
Learn techniques for designing services that meet stakeholder needs while improving satisfaction and engagement.
Experience Improvement
Lesson 05
Apply continual improvement practices to enhance customer outcomes, service quality, and organizational performance.
Who Should Enroll in This Program?
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
More details
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 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.
Statements
Licensing and accreditation
This course is offered according to Partner Program Agreement and complies with the License Agreement requirements
Equity Policy
Candidates are encouraged to reach out to AVC for guidance and support throughout the accommodation process.
Frequently Asked Questions
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