Design digital products and services around the experiences that build trust, strengthen engagement, and create lasting value.
ITIL Experience (Version 5) develops the practical skills to understand how people perceive and respond to digital products and services throughout the lifecycle. Learn to capture experience evidence, map stakeholder journeys, identify the factors shaping experience, improve trust and coherence, and address the impact of AI through responsible governance and continual improvement.
- Why get trained: Develop practical skills in experience management, stakeholder journeys, experience evidence, trust-centered design, and continual improvement
- Why it matters: A digital product or service can function correctly yet still fail when the people using it find the experience confusing, frustrating, inconsistent, or untrustworthy
- Who should attend: IT, digital, product, service, architecture, experience, and transformation professionals responsible for how stakeholders interact with digital products and services
Turn stakeholder signals into evidence-informed improvements that make digital products and services more coherent, trustworthy, and valuable throughout their lifecycle. HRD Corp Claimable.
Overview
ITILĀ® Experience (Version 5) is intended to provide candidates with the guidance needed to create products and services that feel as good as they function, in alignment with the ITIL guidance. Ī¤he qualification also provides practical direction to help candidates align people, processes, and technology, creating user-centric, outcome-driven experiences.
Skills Covered
- Experience as human response
- Digital experience and its value
- Stakeholder perspectives
- Experience in the Lifecycle
- Experience drivers
- Experience capture
- Trustworthiness and coherence
- Continual experience improvement
- AI and experience
Prerequisites
ITIL Foundation (Version 5) is a prerequisite for all the ITIL (Version 5) higher-level qualifications, which assess candidatesā ability to apply their understanding of the relevant parts of the ITIL framework in context
Target Audience
- Individuals looking to understand the role IT and digital enabled services in relation to the environment and exploring opportunities to positively impact it.
- Individuals working in other parts of IT (digital, product, development) with strong interface with service delivery
- Existing ITIL qualification holders wishing to update their knowledge
- IT/Digital/Service Architects and Strategists
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 Takeholders
- Provider Stakeholders
- Digital Experience Improvement
Module 5: ITIL and AI
- Experience Management in the AI context
- AI Governance
Module 6: Module ITIL and other frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Dates & Locations
October 21, 2026 - October 23, 2026
October 21, 2026 - October 23, 2026
December 2, 2026 - December 4, 2026
December 2, 2026 - December 4, 2026
February 3, 2027 - February 5, 2027
February 3, 2027 - February 5, 2027
April 12, 2027 - April 14, 2027
April 12, 2027 - April 14, 2027
June 16, 2027 - June 18, 2027
June 16, 2027 - June 18, 2027
August 25, 2027 - August 27, 2027
August 25, 2027 - August 27, 2027
October 20, 2027 - October 22, 2027
October 20, 2027 - October 22, 2027
December 20, 2027 - December 22, 2027
December 20, 2027 - December 22, 2027
Exam & Certification
ITILĀ® Experience (Version 5) is intended to assess whether candidates can demonstrate sufficient understanding, application, and analysis of the ITIL framework concepts, as described in the syllabus below, to be awarded the ITIL Experience (Version 5) qualification
- Material allowed: ITIL Experience (Version 5)
- Exam duration: 90 minutes
- Number of marks: 40 marks
- Pass mark: 28 marks
- Bloomās Level (BL) BL 1, 2, 3 and 4
- Exam format: Scenario,Experience
- Question types Multiple Choice Questions (MCQs)
- The questions are all multiple choice.
Training & Certification Guide
Frequently Asked Questions
Speak to a Training Consultant
All courses are HRD Claimable.
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