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

Early booking discount

If you book more than 4 months in advance, we will grant you a 10% discount on the course fee

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Quantity discount

Motivate your environment. We grant interesting discounts on the course fees for 3 people in the same course and simultaneous registration:

• 3 people on the same course date 10%
• 4 people on the same course date 15%
• 5 people on the same course date 20%

The discounts are not cumulative - the highest discount always applies.

ITIL® Managing Professional Package (Version 5)

If you would like to become an ITIL® Managing Professional (Version 5) with the ITIL® Experience (Version 5) certificate, take advantage of our course package at the special price of CHF 12,600 (including four exams worth CHF 2,360).

To book the package, please contact us via academy_at_glenfis.ch.

Book directly

We offer all onsite courses in hybrid mode. This means you can also take part in these courses remotely. Simply tick the relevant box when registering.