ITIL® Experience (Version 5)
ITIL® Experience (Version 5) equips you with the knowledge to integrate human-centered and AI-aware design into digital products and services. It focuses on aligning trust, perception, and value throughout the entire lifecycle, enabling organizations to deliver meaningful and consistent user experiences.
Why Choose This Certification?
✔ Industry-Recognized Credential
Demonstrate your ability to design, deliver, and enhance digital services end-to-end while managing critical experience-focused responsibilities.
✔ Preferred by Employers
Validate your expertise in digital service and experience management, positioning yourself as a top choice in a competitive market.
✔ Expanded Career Opportunities
Build in-demand skills that enhance your performance, accelerate career growth, and unlock global job opportunities.
What Will You Learn?
- Understanding Experience
Explore how human experience is shaped by anticipation, perception, and evaluation, influencing trust and value over time. - Digital Experience Fundamentals
Understand how users’ thoughts, emotions, and responses to digital interactions impact value creation and trust. - Stakeholder Perspectives
Analyze the needs and roles of users, customers, sponsors, and service providers in shaping experience journeys. - Experience Across the Lifecycle
Learn how interactions and service moments evolve throughout different lifecycle stages. - Experience Drivers
Examine how organizational structure, technology, partners, and processes influence experience quality. - Experience Measurement
Understand how to capture experience data and interpret metrics as partial representations of real human responses. - Trust & Coherence
Apply key criteria to evaluate the reliability and consistency of experience insights. - Continual Experience Improvement
Adopt a structured approach (notice–interpret–hypothesize–experiment) to continuously enhance experiences. - AI & Experience
Explore the impact of AI on perception, trust, and experience, and understand the importance of ethical and transparent AI governance.
ITIL Experience (version 5) syllabus:
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 stakeholders
- Provider stakeholders
- Digital experience improvement
Module 5: ITIL and AI
- Experience management in the AI context
- AI Governance
Module 6: ITIL and other framework
- ITIL and DevOps
- ITIL and PRINCE2
Exam Details
- Format: Multiple choice
- Questions: 40
- Duration: 90 minutes
- Mode: Open book
- Passing Score: 70%
- Language: English
Certification Renewal
- Renewal required every 3 years
- 60 CPD points needed
- Option to renew via PeopleCert Plus membership or by completing another module within the same product suite
Certification Requirements
To enroll, you must have:
- Any ITIL 4 certification, or
- ITIL Foundation (Version 5), or
- ITIL Foundation Bridge (Version 5)
