ITIL Experience (Version 5) offers you the expertise you need to embed human-centred and AI-aware design into digital products and services, to align trust, perception, and value across the lifecycle.
Overview
ITIL® 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. Τhe 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 candidates’ 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
August 12, 2026 - August 14, 2026
August 12, 2026 - August 14, 2026
October 21, 2026 - October 23, 2026
October 21, 2026 - October 23, 2026
December 2, 2026 - December 4, 2026
December 2, 2026 - December 4, 2026
Exam & Certification
ITIL® 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
- Bloom’s 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.
Get in touch with our team via the form or WhatsApp us on +6011-5119 6631
