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
Virtual Learning
This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.
Course Schedule
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- Delivery Format: Virtual Learning
- Date: 21-23 June, 2026 | 9:00 AM to 5:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 27-29 July, 2026 | 8:00 AM to 4:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 13-15 September, 2026 | 9:00 AM to 5:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 20-22 December, 2026 | 10:00 AM to 6:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 18-20 January, 2027 | 8:00 AM to 4:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 21-23 March, 2027 | 9:00 AM to 5:00 PM
- Location: Virtual (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