ITIL® (Version 5) Experience - Including Exam
- Course Code ITIL5MP-E
- Duration 3 days
Course Delivery
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Course Delivery
This course is available in the following formats:
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Company Event
Event at company
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Public Classroom
Traditional Classroom Learning
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Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopThe 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.
Updated 4/2026
Course Schedule
Top-
- Delivery Format: Public Classroom
- Date: 21-23 June, 2026 | 9:00 AM to 5:00 PM
- Location: Cairo-Sheraton (Egypt Stan)
- Language: English
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- Delivery Format: Public Classroom
- Date: 27-29 July, 2026 | 9:00 AM to 5:00 PM
- Location: Dubai-Knowledge Village (Arabian St)
- Language: English
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- Delivery Format: Public Classroom
- Date: 13-15 September, 2026 | 9:00 AM to 5:00 PM
- Location: Riyadh (Arab Stand)
- Language: English
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- Delivery Format: Public Classroom
- Date: 20-22 December, 2026 | 9:00 AM to 5:00 PM
- Location: Cairo-Sheraton (Egypt Stan)
- Language: English
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- Delivery Format: Public Classroom
- Date: 18-20 January, 2027 | 9:00 AM to 5:00 PM
- Location: Dubai-Knowledge Village (Arabian St)
- Language: English
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- Delivery Format: Public Classroom
- Date: 21-23 March, 2027 | 9:00 AM to 5:00 PM
- Location: Riyadh (Arab Stand)
- Language: English
Target Audience
TopThis course is aimed at:
- Individuals continuing their journey in service management
- Strategy professionals
- Product professionals
- Service professionals
Course Objectives
TopAfter you complete this course you will be able to:
- Enable the design, delivery, and continual improvement of meaningful digital experiences by embedding experience thinking into products and services.
- Connect decision-making to real-world outcomes, improving returns, sharpening positioning, and strengthening executive alignment.
- Improve time to market by reducing rework and improving the relevance, usability, and satisfaction of what is delivered.
- Build trust by treating experience as an integral part of the service, making digital technology more human and reducing the frequency of issues.
Course Content
TopModule 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®
Course Prerequisites
Top- ITIL® 4 Foundation examination
- ITIL® (Version 5) Foundation examination
Test Certification
Top- ITIL® (Version 5) Experience
The exam is 90 minutes long, 40 multiple choice questions.
Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.
Follow on Courses
TopThe following courses are recommended for further study:
- ITIL® (Version 5) Transformation