The ITIL® Experience (Version 5) module focuses on human-centric design and the management of customer, user, and employee experiences across the customer journey to create value for all stakeholders.

Main Topics

This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.

• A shift from transactional service and product delivery to experience-driven value co-creation
• Embedding user-centric thinking across initiatives and activities Scalable, human-focused product and service design and continual improvement
  
• Alignment of operational processes with emotional, cognitive, and social experiences 
• Employee experience as a key predictor of user experience

Goals

• Knowing how to design, deliver, and continuously improve meaningful digital experiences.
• Learning to connect decision-making with real outcomes and strengthen strategic alignment.
• Understanding how to improve time to market, reduce rework, and increase user satisfaction.
• Learning how to build trust by treating experiences as a central part of the service

Requirements

• Any ITIL 4 certification or
• ITIL Foundation (Version 5)

Target Audience

• Strategy professionals
• Product professionals
• Service professionals

Certificate

The ITIL® Experience (Version 5) certificate is awarded by Peoplecert.

This is one of the 4 certificates required to achieve the ITIL® Managing Professional (Version 5).

Exam language English

Exam:

• Multiple Choice
• Open Book
• 90 minutes, 40 questions

The exam voucher is included in the course fee.

ITIL® is a registered trade mark of PeopleCert, used under permission of PeopleCert.

Teaching Materials

The course materials are in English and include:

• Ebook
• Mock exams
• Student Workbook
• ITIL® Glossary

Implementation

• Class size up to max. 15 participants