Master User-Centric Service Management with ITIL® Experience (Version 5)
 
Introduction
In today’s digital landscape, functional services are no longer enough; they must also provide a seamless, positive experience. ITIL® Experience (Version 5) is a revolutionary course designed for organizations and individuals aiming to create excellent experiences that feel as good as they function. This course provides the practical guidance needed to align people, processes, and technology, ensuring your services are user-centric and outcome-driven. What makes this course unique is its focus on the human response—feelings, thoughts, and bodily states—within the framework of global best practices.
 
Course Objectives
By the end of this course, candidates will be able to:
Explain and apply the ITIL Guiding Principles and the Four Dimensions of Product and Service Management in the context of experience.
Analyze human responses (anticipation, perception, and evaluation) to improve digital experiences.
Map stakeholder journeys and identify trust requirements across various service interactions.
Utilize experience capture techniques and metrics to evaluate the quality of experience data.
Integrate AI governance and digital ethics into experience management strategies.
Optimize service journeys using the "notice–interpret–hypothesize–experiment" loop within the ITIL Continual Improvement Model.
 
Target Audience
This course is specifically designed for:
 IT Service Managers and Professionals looking to evolve from technical delivery to experience management.
User Experience (UX) Designers wanting to align their practices with ITIL framework concepts.
Organizational Leaders aiming to foster a culture of "excellent experiences" for both providers and consumers.
 
Course Content
The syllabus is divided into six critical categories to provide a comprehensive understanding of experience management:
Key ITIL Terms and Definitions: Understanding the ITIL Product and Service Lifecycle and the ITIL Value System (ITIL VS).
ITIL Experience Fundamentals: Exploring human responses, the ITIL Experience Model, and stakeholder roles (consumers vs. providers).
Capturing Experience: Learning about primary, secondary, and tertiary data, and the four experience domains: personal, functional, relational, and contextual.
The Service Journey: A deep dive into the seven steps of the service journey: Explore, Engage, Offer, Agree, Onboard, Co-create, and Reflect.
ITIL and Artificial Intelligence: Understanding how AI benefits experience management and the role of the ITIL AI Capability Model.
Framework Integration: Learning how ITIL complements other industry standards like DevOps and PRINCE2 in the management of the product lifecycle.
 
Benefits of Enrollment
Investing in the ITIL® Experience (Version 5) qualification offers significant professional advantages:
Human-Centric Skills: Gain the ability to differentiate between functional and relational interactions to build deeper trust with stakeholders.
Data-Driven Decision Making: Learn to assess the quality of experience data and avoid common "anti-patterns" in experience capture.
Strategic Alignment: Master the ability to use the ITIL Four Dimensions as a governance lens for continuous experience improvement.
Future-Ready Expertise: Stay ahead of the curve by understanding the intersection of AI governance, digital ethics, and service management.
 
Exam Information
Walk into your exam with confidence. This course prepares you for the official ITIL Experience (Version 5) exam, which features:
Format: Open-book (Official Book allowed).
Type: 40 Multiple Choice Questions (MCQs) based on the ITIL Car Rental Scenario.
Duration: 90 minutes (113 minutes for non-native speakers).
Pass Mark: 28/40 (70%).
 
Prerequisites
To be eligible for this higher-level qualification, candidates must have successfully completed the ITIL® Foundation (Version 5) certification.
 
Are you ready to transform your services into world-class experiences?
Prepare for the 90-minute, open-book ITIL® Experience exam and join the global community of practitioners setting the standard for service excellence. Enroll now to start your journey toward mastering the art and science of experience management!
 
Package Includes:
PeopleCert ITIL Experience (Version 5) Official Training Materials (OTM)
ITIL Experience (Version 5) eBook
Sample exam papers and rationales
Official PeopleCert ITIL Experience (Version 5) Exam Voucher (valid for 12 months)