ITIL® Experience (Version 5) - Classroom (Exam Included)

ITIL® Experience (Version 5) - Classroom (Exam Included)

Create digital services that customers value and trust with the ITIL® Experience (Version 5) course. As part of the ITIL Managing Professional (Version 5) pathway, this advanced certification focuses on integrating experience-led thinking into service management to improve customer satisfaction, stakeholder engagement, and business outcomes.

You'll learn how to design user-centred services, map service journeys, analyse experience data, and apply ITIL best practices to deliver meaningful experiences across the entire product and service lifecycle

Key Features

• Course and material in English 
• 2 days live online classroom (8 hours per day) with accredited trainer
• 21 hours recommended study time

• Downloadable PDF documents with detailed content
• PeopleCert Official Training Material (OTM) 
• Official exam voucher included 
• Certification of completion included

Objectives

• Explain the principles of experience management within ITIL.
• Apply the ITIL Experience Model to improve customer and stakeholder experiences.
• Design and evaluate user journeys across digital services.
• Measure and improve service experiences using experience evidence and feedback.
• Align experience management with business objectives and continual improvement.
• Prepare for the ITIL Experience (Version 5) certification exam.

Who it is aimed at

• Customer Experience (CX) professionals
• Service Managers and Service Owners
• Service Designers and UX professionals
• IT Service Management (ITSM) practitioners
• Digital transformation and business relationship managers
• Professionals pursuing the ITIL Managing Professional (Version 5) certification

Prerequisites

• Hold an ITIL Foundation (Version 5) or any ITIL 4 certification.
• Complete an accredited ITIL Experience (Version 5) training course before taking the certification exam.

Course Content

• ITIL Framework Fundamentals – Understand the core ITIL concepts, including the Guiding Principles, Service Value System, Product & Service Lifecycle, and the Four Dimensions of Service Management.
• Experience Management Concepts – Learn how customer expectations, perceptions, and interactions influence digital service experiences and business value.
• Capturing Experience Insights – Explore techniques for collecting and analysing customer feedback, behavioural data, and other experience metrics to drive service improvements.
• Service Journey Management – Discover how to map and optimize customer and provider journeys, identify pain points, and enhance experiences across every stage of service delivery.

Exam & Certification Details

Upon completing the accredited training, candidates can take the official PeopleCert ITIL® Experience (Version 5) examination.

Exam Format

• Duration: 90 minutes
• Format: Closed book
• Questions: 40 multiple-choice questions
• Pass Mark: 28/40 (70%)

Candidates who successfully pass the exam will receive the official ITIL® Experience (Version 5) certification issued by PeopleCert. This certification contributes toward the ITIL Managing Professional (Version 5) designation and follows the PeopleCert Continuing Professional Development (CPD) programme.

Licensing and accreditation

ITIL version 5 is accredited by PeopleCert, based on partner agreements and meets accreditation requirements.

Equality policy

PeopleCert: PeopleCert provides a Special Considerations Policy for exam accommodations. Candidates requiring accommodations should refer to the PeopleCert terms and policies at PeopleCert Special Considerations Policy.

FAQ

What is ITIL® Experience (Version 5)?

ITIL® Experience (Version 5) is one of the three modules within the ITIL Managing Professional (Version 5) pathway. It focuses on improving customer, user, and stakeholder experiences through experience-led service management.

Key Benefits of ITIL® Experience (Version 5)

The ITIL® Experience (Version 5) course helps professionals create meaningful, human-centred digital experiences by combining customer needs with effective service management practices.

Benefits include:

• Design customer-focused products and services that deliver meaningful experiences.
• Improve decision-making by aligning services with user needs and business objectives.
• Accelerate value delivery through better usability, relevance, and customer satisfaction.
• Build trust and strengthen stakeholder relationships with experience-led service management.

Who should take this course?

This course is suitable for service managers, customer experience professionals, UX practitioners, service designers, ITSM professionals, and anyone responsible for improving digital service experiences. 

What certification will I receive?

After passing the exam, you will earn the official ITIL® Experience (Version 5) certification from PeopleCert, which counts toward the ITIL Managing Professional (Version 5) qualification. 

What's the difference between ITIL 5 service, product, and experience ? 

The three ITIL® Managing Professional (Version 5) modules each focus on a different aspect of managing digital products and services. They are designed to complement one another but have distinct objectives. 

ITIL® Product (Version 5) 

• Focus: Building and managing digital products
• What you learn: Product strategy, product lifecycle, product ownership, roadmaps, value creation, and product management practices
• Best for: Product Managers, Product Owners, Digital Product Leads

ITIL® Service (Version 5) 

• Focus: Delivering and operating digital services
• What you’ll learn: Service design, transition, operation, support, service quality, resilience, and continual improvement
• Best for: Service Managers, IT Operations, Service Delivery Managers

ITIL® Experience (Version 5)

• Focus: Creating exceptional stakeholder experiences
• What you’ll learn: Customer and user journeys, experience management, human-centred design, stakeholder engagement, and measuring experience
• Best for: Customer Experience Managers, Service Designers, UX Professionals, Service Owners