LoginITIL® Experience (Version 5) Courses
Elevate Your Human-Centric Service Management with ITIL® Experience (Version 5) courses and exams
Summary of Topics
AEO (Approved Examination Organization) of PeopleCert for ITIL® courses and exams
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What is ITIL® Experience (Version 5)?
ITIL Experience (Version 5) is one of the three modules in the ITIL Managing Professional (Version 5) certification stream.
ITIL® Experience (Version 5) enhances traditional ITIL by placing human experience at the core of digital product and service design. It emphasizes how services are perceived, trusted, and used, ensuring they are meaningful, usable, and deliver real value. By integrating experience management into decision-making, organizations can create human-centric services that improve outcomes for customers, users, employees, and the business.
Key benefits of ITIL Experience training
By combining human emotions, behavior, and trust with traditional service concerns like performance, cost, and reliability, ITIL Experience offers practical guidance for embedding experience-focused thinking into strategy, product development, and service management—enhancing business outcomes while respecting human dignity.
The key benefits of ITIL Experience training are:
- Design meaningful digital experiences by integrating human-centric thinking into products and services.
- Align decisions with real-world outcomes, improving returns, positioning, and executive alignment.
- Accelerate time to market by reducing rework and enhancing relevance, usability, and satisfaction.
- Build trust by making experience an integral part of services, humanizing technology, and reducing service issues.
How to Study for ITIL Experience certification
PeopleCert requires mandatory training for the ITIL Experience (Version 5) certification.
iLEARN offers accredited ITIL Experience courses, delivered by accredited ITIL trainers.
You can find here our flexible learning options to suit every professional’s needs:
- In-House / Classroom Training: Customized sessions delivered on-site at your organization premises, tailored to your team’s schedule and learning needs.
- Remote / Live Training: Participate in real-time, instructor-led sessions via web conference from anywhere.
- E-Learning / Self-Paced Training: Learn at your own pace with full access to our online learning management system anytime, anywhere.
- One-to-One Training (Live coaching): Personalized guidance with access to e-Learning materials and interactive web sessions with an accredited ITIL trainer.
Earn PDUs with ITIL Experience (Version 5) courses
Our ITIL Experience (Version 5) training course can provide 21 Professional Development Units (PDUs). Here below you can find more details about the PDUs allocation:
- Ways of Working (Technical): 3
- Power Skills (Leadership): 2
- Business Acumen (Strategic): 16
Read more information about PDUs and how to claim them to maintain your PMI qualifications.
ITIL Experience Course Structure and Learning Outcomes
Objectives
- Understand core ITIL concepts through the lens of experience management
- Explore how experience shapes products, services, relationships, and customer journeys
- Learn methods for capturing, measuring, and governing experience effectively
- Apply experience frameworks and continual improvement to enhance value delivery
- Discover how AI, DevOps, and project management integrate with ITIL to drive value creation
Who it is aimed at
- Strategy professionals
- Product professionals
- Service professionals
Contents
- ITIL Foundation recap and Experience overview
- Experience stakeholders and tensions
- Experience and the Four Dimensions
- Experience in the ITIL Product and Service Lifecycle
- Capturing experience: evidence, signals, and quality
- Service journeys: relationships, agreements, and stakeholder journeys
- Continual experience improvement
- AI, experience, and governance
- ITIL and other frameworks
Prerequisites
In order to access the ITIL Experience exam, you must have obtained the ITIL Foundation certificate (Version 5) or any ITIL 4 certificate. Moreover, it is mandatory to have attended an accredited training course.
Duration
- Classroom / Live Remote course duration: 3 days
- Online course (e-learning/self-paced delivery option) duration:
- 30-days access
- 1-year access
PMI PDU: 21
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Accreditation
Courses languages
Material course language
Exam type
Certification
ITIL® Experience (Version 5) official certificate
This certification is subject to the PeopleCert Continuing Development Programme. Find out how and when to renew your certification.
Certificate type
Exam language
Exam format
- Duration of 90 minutes (25% extra time for candidates taking the exam in a language other than their native language)
- Open book
- 40 multiple choice questions
- Passing score: 28/40 marks - 70%