ITIL® Experience (Version 5) + exam (EN)

Description

The course builds on the ITIL® Foundation and teaches you how to manage the digital experience of customers, users, and employees. It focuses on the service journey, measuring the experience, working with stakeholders, and improving services so that digital products not only work, but also bring real value and a positive user experience.

The ITIL® 5 Experience course focuses on understanding, measuring, and improving digital experience across digital products and services.

Participants learn how experience influences value creation and how organizations can design products and services that not only work effectively but also create meaningful and positive interactions for users.

The course introduces concepts such as experience management, stakeholder relationships, service journeys, and experience measurement. Participants also learn how to identify experience friction points and implement improvements using ITIL practices.

The training prepares participants for the ITIL® Experience (Version 5) certification exam.

ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

Goals

• explain the principles of digital experience management
• distinguish the needs and expectations of different stakeholders
• identify key moments of customer and user experience
• use experience data for decision-making and service improvement
• work with service journey and stakeholder journeys
• propose specific improvements to digital experience
• use the ITIL framework for experience management in digital services
• prepare for the ITIL® Experience Version 5 certification exam

Target

• IT service managers
• product managers and product owners
• ITSM specialists
• customer experience managers
• UX and service design specialists
• DevOps and agile teams
• project managers
• digital transformation consultants
• anyone who wants to prepare for ITIL® Experience Version 5 certification

Contents

• Introduction to ITIL® Experience Version 5
• Digital Experience and its Importance for Service Value
• Experience Management and Key Concepts
• Digital Experience Stakeholders
• Experience in the Product and Service Lifecycle

• Capturing Experience Data
• Direct and Indirect Methods of Measuring Experience
• Experience Evidence, Metrics and Signals
• Service Journey and Its Individual Steps
• Stakeholder Journeys: User, Customer, Sponsor

• Identifying Pain Points in the Digital Experience
• Designing and Implementing Improvements
• Continuous Improvement in the Context of Experience
• Summary of Key Course Areas
• Preparing for the Certification Exam and Working with Sample Questions

Prerequisites

Study Materials

Access to comprehensive study materials and sample exams, complemented by official PeopleCert Official Training Materials (OTM):
 

• Real-world examples to connect theory with practice
• Scenario-based exercises and practical application of the methodology
• Practice questions aligned with the certification exam format
• Clear summaries, diagrams, and structures for easier retention
• Official ITIL® manual (core guidance) – available in English

Followups