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

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

Deliver exceptional customer and stakeholder experiences with the ITIL® Experience (Version 5) course. As one of the three modules in the ITIL Managing Professional (Version 5) pathway, this certification focuses on designing and managing experience-led digital services that create value for customers, users, employees, and the business.

Through accredited eLearning, official PeopleCert materials, practical exercises, and mock exams, you'll learn how to apply the ITIL Experience Model, improve customer journeys, measure service experiences, and embed human-centred practices into modern service management

Key Features

• Course and material in English 
• 120 days access to the eLearning platform. 
• 9 lessons, 4 hours of video contents
• 21 hours recommended study time

• Self-paced course with exercises and solutions
• 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

• Experience Management Fundamentals – Learn the principles of experience-led service management and how experiences create business value.
• ITIL Experience Model – Explore the Experience Model, including stakeholder journeys, touchpoints, and experience evidence.
• Customer & User Journeys – Understand how to map, measure, and improve customer and employee experiences throughout the service lifecycle.
• Human-Centred Service Design – Learn techniques for designing services that meet stakeholder needs while improving satisfaction and engagement.
• Experience Improvement – Apply continual improvement practices to enhance customer outcomes, service quality, and organizational performance.

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