ITIL (Version 5) Experience Including Exam

This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.

The courseware and exam are currently only available in English.

ITIL is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Module 1: Key ITIL terms and definitions

• 1.1 Key concepts of ITIL
• 1.2 Key concepts of Experience

Module 2: ITIL Experience

• 2.1 Service Stakeholders
• 2.2 Experience and the ITIL Four Dimensions
• 2.3 Experience in the ITIL Product and Service Lifecycle

Module 3: Capturing experience

• 3.1 Key concepts of experience capture
• 3.2 Experience evidence.

Module 4: Service Journey

• 4.1 Service relationships, agreements, and journeys
• 4.2 Organizations
• 4.3 Consumer stakeholders
• 4.4 Provider stakeholders
• 4.5 Digital experience improvement

Module 5: ITIL and AI

• 5.1 Experience management in the AI context
• 5.2 AI Governance

Module 6: ITIL and other frameworks

• 6.1 ITIL and DevOps
• 6.2 ITIL and PRINCE2

The candidate must have passed one of the below certifications:

This course is aimed at:

• Individuals continuing their journey in service management
• Strategy professionals
• Product professionals
• Service professionals