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ITIL® Experience Course & Examination
Highlights
Delivered Online
3 days
All levels
Dates
See 2 More See Less
Description
Learn to design and manage digital services and products that don't just function well, but feel right to the people who use them. This 3-day ITIL® Experience (Version 5) certification course integrates human experience into the full lifecycle of digital product and service management, providing practical guidance for embedding experience thinking across strategy, product development and service delivery.
ITIL® Foundation (ITIL 4 or Version 5) is required to attend this course.
What is ITIL® Version 5?
ITIL® is the world's leading best practice framework for digital product and service management, adopted by over 3 million professionals, trusted by 50,000+ organisations, and used by 82% of the Fortune 500.
ITIL® Version 5 is the latest evolution of the framework, designed for AI-driven, digital-first organisations. It expands ITIL® from IT service management to full digital product and service management, unifying both into a single lifecycle so teams can design, build, operate and improve together.
About this course
Functional success is necessary but not sufficient. How services and products are perceived, trusted and engaged with directly shapes the value they create. An outcome delivered brilliantly but experienced poorly will always underperform against its potential and erode the trust that makes long-term value possible.
ITIL® Experience brings human emotions, behaviour and trust together with performance, cost and reliability to provide a holistic approach to digital product and service management. It provides practical guidance for embedding experience-focused thinking into strategy, product development and service management in a way that produces measurable outcomes without compromising operational rigour or human dignity.
The course shows how experience thinking benefits every digital role:
Strategy teams: Connect decisions to real-world outcomes; improve returns, sharpen positioning and strengthen executive alignment
Product teams: Reduce rework and shorten time to market; improve relevance, usability and adoption
Service teams: Build trust through proactive, empathic service; prevent recurring issues and reduce pressure on delivery teams
When experience thinking is embedded across teams rather than prescribed by a central function it accelerates adoption, strengthens relationships and improves outcomes for customers, users and the organisation alike.
What will I learn?
By the end of this course, you will be able to:
Explain core ITIL® concepts from an experience management perspective
Describe how experience influences digital products, services, relationships and customer journeys
Explain how experience is captured, measured and governed within an organisation
Apply experience frameworks and continual improvement practices to design and enhance customer and user experiences
Explain how AI, DevOps and project management integrate with ITIL® to support experience-driven value creation
Who is this course for?
ITIL® Experience is for professionals who direct, develop or deliver digital products and services and want to embed experience thinking in their daily practice. It is particularly relevant to:
Strategy professionals who want to strengthen executive credibility and demonstrate that human-centred approaches drive measurable business goals, including better returns, stronger customer engagement and competitive differentiation
Product professionals who are under pressure to deliver faster and with fewer revisions and want to reduce wasted effort by building deeper understanding of user needs earlier in the process
Service professionals who want to move beyond reactive support preventing issues rather than fixing them, and being known for reliable, empathic service that builds lasting trust
Are there any prerequisites?
ITIL 4 Foundation or ITIL® Foundation (Version 5) certification is required to attend this course.
Certification & Exam
Successful candidates earn the ITIL® Experience (Version 5) certification, awarded by PeopleCert. Your exam voucher is provided on the first day of your course.
Format | Online, open book, proctored |
Duration | 90 minutes (allow 30 min extra for setup and authentication) |
Questions | 40 multiple-choice questions |
Pass mark | 70% - 28 out of 40 correct |
Open book | Official ITIL® Experience (Version 5) publication and Scenario Booklet only |
Scheduling | Available 24/7 via PeopleCert, sit when you're ready |
Voucher validity | 12 months from date of issue |
Results | Preliminary results available immediately on completion |
Requirements | Computer, webcam, speakers, quiet private space, stable internet connec |
How is this course delivered?
Virtual Classroom | 3 days Scheduled approximately twice every six months across multiple time zones. Join from anywhere with a stable internet connection.
Self-Paced Online | 12-months We provide the official eLearning course from PeopleCert, available for 12-months and includes the online exam, official course materials and publication. Purchase and start straight away.
Onsite or Private Group Delivered at your premises or in a private virtual classroom. Request a quote today.
What's included?
Every ITIL® Experience course includes:
Access to PeopleCert official training e-materials through the ITSM Hub learning portal, including:
Official Learner Workbook (downloadable for laptop or tablet)
Official ITIL® practice exams
Quick reference guide for exam preparation
ITIL® Experience (Version 5) online exam voucher from PeopleCert, valid for 12 months
Official ITIL® Experience eBook - accessible through the PeopleCert exam portal
Post-course instructor support - your instructor is available after the course to assist with study and exam preparation
Optional add-ons
Upgrade your enrolment at checkout with one of the following options:
Add-On | What's included | Best for |
PeopleCert Take2 | A second attempt at the exam if you don't pass first time, subject to PeopleCert's Take2 terms | Anyone who wants extra peace of mind |
PeopleCert Plus Membership | 12-month subscription including Take2 re-sit and a range of candidate resources | Anyone who wants ongoing access to PeopleCert study tools and benefits |
ITIL® Version 5 Qualification Pathway
Module | Stream |
ITIL® Foundation (Version 5) | Prerequisite for all advanced modules |
ITIL® Product (Version 5) | ITIL Managing Professional (Version 5) |
ITIL® Service (Version 5) | ITIL Managing Professional (Version 5) |
ITIL® Experience (Version 5) | ITIL Managing Professional (Version 5) |
ITIL® Transformation (Version 5) | Managing Professional + Strategic Leader + Practice Manager |
ITIL® Strategy (Version 5) | ITIL Strategic Leader (Version 5) |
To achieve ITIL Managing Professional (Version 5): Complete Foundation + Product + Service + Experience + Transformation.
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Frequently Asked Questions
Is experience management the same as customer experience management?
Experience in the ITIL® context is broader than customer experience alone. It encompasses the experience of all stakeholders; customers, users, employees and partners and extends across the full product and service lifecycle. It integrates human factors with operational performance rather than treating them as separate disciplines.
Is this module only relevant for customer-facing roles?
No, while service and customer-facing professionals will find it directly applicable, the course is designed for any professional whose work shapes how digital products and services are perceived and used. Strategy, product and architecture roles all benefit from understanding how experience thinking influences outcomes.
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