ITIL® Experience v5 Virtual Live Online Course with Official PeopleCert Exam and 2 Exam Attempts

ITIL® Experience v5 Gain the expertise to embed human‑centered and AI‑aware design into digital products and services. This certification helps you align trust, perception, and value across the entire service lifecycle.

Why Choose ITIL Experience (V5)?

• Industry‑recognized certification Demonstrate your ability to deliver, manage, and continuously improve digital services end‑to‑end, including critical field tasks.
• Employers’ preferred choice Validate your skills in managing digital products and services, making you a standout candidate in today’s competitive market.
• Unlock new career opportunities Acquire in‑demand capabilities to enhance your daily work, accelerate career growth, and qualify for global roles.

Key Highlights

• Suitable for professionals at any career stage
• Focused on experience management excellence
• Globally recognized credential
• Exam available in English

What You’ll Learn

• Human experience in digital services Understand how anticipation, perception, and evaluation shape engagement, trust, and value co‑creation.
• Digital experience and its impact Explore how emotions, thoughts, and physical responses influence trust and value in digital interactions.
• Stakeholder perspectives Analyze the roles, needs, and tensions of users, customers, sponsors, and providers in real service journeys.
• Experience across the lifecycle Discover how service journeys and interactions evolve across lifecycle stages.
• Experience drivers Learn how the ITIL Four Dimensions—people, technology, partners, and processes—shape and improve experience.
• Experience capture and evidence Examine domains of experience, metrics, and why evidence only partially reflects human response.
• Trustworthiness and coherence Apply criteria to evaluate experience evidence effectively.
• Continual experience improvement Master the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.
• AI and experience Assess how AI influences trust and perception, and how governance and ethics ensure responsible use.

ITIL Experience (version 5) syllabus:

Module 1: Key ITIL Terms and Definitions

• Key concepts of ITIL
• Key concepts of experience

Module 2: ITIL Experience

• Service stakeholders
• Experience and the ITIL Four Dimensions
• Experience in the ITIL Product and Service Lifecycle

Module 3: Capturing Experience

• Key concepts of experience capture
• Experience evidence

Module 4: Service journey

• Service relationships, agreements, and journey
• Organizations
• Consumer stakeholders
• Provider stakeholders
• Digital experience improvement

Module 5: ITIL and AI

• Experience management in the AI context
• AI Governance

Module 6: ITIL and other framework

• ITIL and DevOps
• ITIL and PRINCE2

Exam Essentials

• Format: 40 multiple‑choice questions
• Duration: 90 minutes
• Open book: Yes*
• Passing score: 70% minimum
• Language: English

Certification Renewal

• Valid for 3 years
• Requires 60 CPD points
• Renewal options:
  • Maintain certification via PeopleCert Plus Membership (log CPD points, stay updated, sharpen skills)
  • Complete another course within the same Product Suite before renewal date.

• Format: Live Online

• Exam: Exam included (2 attempts)