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IT Service Management - ITIL® Version 5 Experience

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EN Jun 22-24 2026 Virtual
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IT Service Management - ITIL® Version 5 Experience

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IT Service Management - ITIL® Version 5 Experience

LEARN in 3 days

ITIL® is a registered trademark of the PeopleCert group. Used under license from PeopleCert. All rights reserved.

Email: contact@qualiti7.com or qualiti7.com

This intensive three-day course introduces the ITIL® Experience (Version 5) qualification. It focuses on creating and managing digital products and services that deliver positive, trustworthy, and outcome-driven experiences. The course aligns people, processes, technology, and partners to improve service journeys and customer perceptions while integrating AI-enabled and modern ways of working.

ITIL® version: This course introduces the ITIL Experience Syllabus EN v5.0.

Language

The course, course materials and exam are in English.

Course duration

3 days of instructor-led training, with the certification exam scheduled separately.

Prerequisite

ITIL® Foundation (Version 5) certification is required.

Course structure

Interactive lectures, group discussions, case studies, and exam-style practice questions.

Course objectives

In three days, participants will acquire the knowledge and skills required to:

  • Understand key ITIL® Version 5 Experience concepts and terminology.
  • Explain how experience influences value creation across the lifecycle.
  • Apply ITIL guiding principles and the four dimensions.
  • Analyze service journeys and identify improvement opportunities.
  • Understand the role of AI and governance in experience management.
  • Prepare for the PeopleCert ITIL® Experience (Version 5) certification exam.

Target audience

This course is designed for:

  • IT and digital professionals involved in product and service management
  • Experience managers, service designers, and customer journey owners
  • Personnel involved in delivering, designing, operating, or supporting digital services
  • ITIL practitioners seeking advanced ITIL® Version 5 certifications

Course content

Day 1
  • Introduction to ITIL® Experience and value creation
  • Key ITIL concepts, guiding principles, and value system
  • Experience fundamentals and digital experience systems
  • Stakeholders and provider–consumer relationships
Day 2
  • Experience across the ITIL product and service lifecycle
  • The ITIL four dimensions for experience improvement
  • Capturing and measuring experience data
  • Experience metrics, evidence, and anti-patterns
Day 3
  • Service and stakeholder journeys
  • Experience frictions and improvement techniques
  • AI, governance, and digital ethics
  • ITIL alignment with DevOps and PRINCE2
  • Exam preparation and review

Exam

The official PeopleCert ITIL® Experience (Version 5) exam is included.

The participant will receive a voucher valid for 12 months and must schedule the exam. The exam is delivered online and requires a computer with audio and video.

The exam is open-book and consists of 40 multiple-choice questions.
Duration: 90 minutes (extra time available for non-native language candidates).

It is mandatory to take the training from an accredited organization using accredited materials.