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ITIL® (Version 5) Experience – Including Exam

This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL® guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.

The 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.

GK# 831021 Vendor# ITIL5MP-E
Vendor Credits:
  • Global Knowledge Delivered Course
  • Training Exclusives
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Who Should Attend?

This course is aimed at:

  • Individuals continuing their journey in service management
  • Strategy professionals
  • Product professionals
  • Service professionals

What You'll Learn

After 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 Outline

Module 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®
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Prerequisites

The candidate must have passed one of the below certifications:

Related Certifications

Recommended preparation for exam(s):

  • 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

The following courses are recommended for further study: