ITIL® Experience (Version 5) e-læring

ITIL® Experience (Version 5) gives you the expertise to build human-centred and AI-aware design into digital products and services. The course shows how trust, perception and value can be aligned across the entire lifecycle, so that the experience people have with your products and services supports lasting value.

Through flexible, self-paced eLearning, you will learn how experience is formed, how it is shaped across the ITIL four dimensions, how to capture and evaluate experience evidence, and how to improve experience continually. The course also covers how AI affects trust and perception. It prepares you for the ITIL® Experience (Version 5) certification exam

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Audience

This course is suitable for professionals at any career stage who want to improve how digital products and services are experienced, including:

  • Experience leads
  • Product owners and practice owners
  • Service delivery and service management professionals
  • Business relationship managers
  • Solutions architects and integration managers
  • Digital transformation managers
  • AI governance managers
  • IT directors and Chief Digital Officers

Learning Objectives

After completing the course, you will be able to:

  • Explain how experience is formed through anticipation, perception and evaluation
  • Understand digital experience and why it matters for value and trust
  • Recognize the roles, needs and tensions between users, customers, sponsors and providers
  • Describe how service journeys and experience moments emerge across the lifecycle
  • Understand how the ITIL four dimensions shape and improve experience
  • Work with experience capture and understand the limits of experience metrics
  • Evaluate experience evidence using criteria such as trustworthiness and coherence
  • Apply continual experience improvement within the ITIL Continual Improvement Model
  • Understand how AI affects trust and experience, and how AI governance and digital ethics support responsible use
  • Organize roles and accountability for experience across stakeholders and journey stages

Prerequisites

Candidates must hold one of the following:

  • Any ITIL 4 certification
  • ITIL® Foundation (Version 5)
  • ITIL® Foundation Bridge (Version 5)

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 10–12 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Experience as Human Response

How experience develops through anticipation, perception and evaluation, and how it influences engagement, trust and value co-creation over time.

Digital Experience and Its Value

What digital experience is, including the thoughts, feelings and physical responses people have when interacting with digital products and services, and why it matters.

Stakeholder Perspectives

The roles, needs and potential tensions between users, customers, sponsors and providers, and how these shape experience in real journeys.

Experience in the Lifecycle

How service journeys, experience moments and functional and relational interactions arise across the stages of the lifecycle.

Experience Drivers

How each of the ITIL four dimensions (organizations and people, information and technology, partners and suppliers, and value streams and processes) contributes to shaping and improving experience.

Experience Capture

Experience capture and experience domains, and why metrics should be treated as hypotheses that only reflect part of the human experience.

Trustworthiness and Coherence

How to evaluate experience evidence using criteria such as trustworthiness and coherence.

Continual Experience Improvement

How to improve experience continually using a notice, interpret, hypothesize and experiment approach within the ITIL Continual Improvement Model.

AI and Experience

How AI influences trust, perception and experience, and how AI governance and digital ethics support responsible and transparent use.

Certification Exam

The course prepares you for the official ITIL® Experience (Version 5) certification exam.

  • 40 multiple-choice questions
  • 90 minutes
  • Open book
  • 70% required to pass
  • Exam voucher included

The exam is taken digitally via PeopleCert