ITIL® 5 Experience Certification Course Outline

Module 1: ITIL Foundation Recap and Experience Overview

  • Key Concepts of ITIL
  • Key Concepts of Experience

Module 2: Experience Stakeholders and Tensions

  • Service Stakeholders
    • Key Experience Stakeholders’ Roles
    • Consumer Stakeholders’ Roles
    • Explain the Provider Stakeholders’ Roles

Module 3: Experience and the ITIL Four Dimensions

  • Experience and the ITIL Four Dimensions
    • How Experience Integrates/Influences/is reflected in all ITIL Four Dimensions
    • How to Improve Experience through the 'Organisations and People' Dimension
    • How to Improve Experience through the 'Partners and Suppliers' Dimension
    • How to Improve Experience through the 'Information and Technology' Dimension
    • How to Improve Experience through the 'Value Streams and Processes' Dimension
  • Apply the ITIL Four Dimensions

Module 4: Experience in the ITIL Product and Service Lifecycle

  • Experience in the ITIL Product and Service Lifecycle
    • Value Chain Activities
    • Functional and Relational Interactions
    • Apply Stakeholder Role Mapping
    • Differentiate Functional vs. Relational Interactions

Module 5: Capturing Experience: Evidence, Signals, and Quality

  • Key Concepts of Experience Capture
  • Experience Evidence

Module 6: Service Journeys: Relationships, Agreements, and Stakeholder Journeys

  • Service Relationships, Agreements, and Journeys
  • Organisations
  • Consumer Stakeholders
  • Provider Stakeholders

Module 7: Continual Experience Improvement

  • Digital Experience Improvement
    • Apply the Notice – Interpret – Hypothesize – Experiment Loop within the ITIL Continual Improvement Model
    • Differentiate Improvements by the System versus Improvements to the System
    • Role of Trust and Psychological Safety in Experience Improvement

Module 8: AI, Experience, and Governance

  • Experience Management in the AI Context
  • AI Governance

Module 9: ITIL and Other Frameworks

  • ITIL and DevOps
  • ITIL and PRINCE2
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Who Should Attend this ITIL® Experience (Version 5) Certification?

The ITIL® Experience (Version 5) Certification Course is suitable for professionals involved in managing and improving digital products, services, and stakeholder experiences. It is particularly relevant to roles in service management, product management, digital transformation, experience management, and AI governance.

  • IT Service Management Professionals
  • Service Delivery and Management Professionals
  • Product Owners and Product Managers
  • Experience Leads
  • Business Relationship Managers
  • Digital Transformation Managers
  • Practice Owners 
  • Solutions Architects

Prerequisites for the ITIL® Experience (Version 5) Certification

Delegates must hold any ITIL® 4 Certification, ITIL® Foundation (Version 5), or ITIL® Foundation Bridge (Version 5) before progressing to the ITIL® Version 5 Experience Certification.

ITIL® 5 Experience (Version 5) Certification Overview

The ITIL® Experience (Version 5) Certification Course introduces experience concepts across digital products and services. It covers stakeholders, the ITIL Four Dimensions, service journeys, experience evidence, continual improvement, AI governance, DevOps, and PRINCE2.

Delegates will develop skills in mapping stakeholder roles, interpreting experience evidence and signals, and distinguishing functional and relational interactions. They will also learn to improve experience across the Four Dimensions while supporting trust, psychological safety, and evidence-informed decisions.

This 2-Day course by The Knowledge Academy enables delegates to apply experience-focused ITIL concepts across digital products and services. They will be able to map stakeholder journeys, use experience evidence, identify improvements, and understand AI governance considerations.

ITIL® Experience Certification (Version 5) Course Objectives

  • To understand the key concepts of ITIL and experience management
  • To understand experience stakeholders, their roles, and potential tensions
  • To examine how experience is influenced across the ITIL Four Dimensions
  • To apply stakeholder role mapping and distinguish functional and relational interactions
  • To understand how experience evidence, signals, service relationships, and stakeholder journeys are captured and evaluated
  • To apply continual experience improvement using the Notice-Interpret-Hypothesize-Experiment loop

After completing this course, delegates will understand how ITIL supports experience management across digital products and services. They will be better prepared to map journeys, interpret evidence, support improvement, and understand AI governance.

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What’s Included in this ITIL® Version 5 Experience?  

  • World-Class Training from Experienced Instructors 
  • Digital Delegate Pack
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ITIL® 5 Experience Certification Exam Information

The ITIL® 5 Experience Certification Exam assesses delegates’ understanding and application of experience management concepts within modern digital service environments. It focuses on customer, user, and employee experience, value co-creation, and approaches for designing and improving experience-led services.

The ITIL® 5 Experience Certification Exam is in the following format:

  • Question Type: Multiple Choice
  • Total Questions: 40
  • Pass Mark: 70%
  • Duration: 90 Minutes
  • Open Book/ Closed Book: Open Book

Please Note: Proof of training completion is required before the official exam results can be released.

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Train Your Workforce

Looking for ITIL® 5 Experience Certification in-house or onsite training in Toronto? We specialise in corporate group training and bulk bookings for organisations of all sizes in Toronto. Our trainers deliver tailored sessions at your premises, online, or hybrid, with best price guarantee, group discounts and flexible scheduling to train your team.

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To make sure you’re always connected we offer completely free and easy to access wi-fi.

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IT support is on hand to sort out any unforseen issues that may arise.

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This location has full video conferencing equipment.

Toronto, a city in the Canadian province of Ontario, has an average population of roughly 2,615,000 spread across 243.33 square miles of land – making it the busiest and most populous region in the whole of Canada.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Toronto, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin).  With its massively diverse citizenry and education options, it is hard to solely categorise the formation of its education system; it is also the home site to four publicly funded K12 school boards, a publicly funded religious K12 school board, a range of K12 private and prepatory school and a plethora of other religious, vocational, career and specialist schools.  As French is a commonly spoken language in Canada, there are also a number of public school boards designed for French language students.  Regarding religious schools, there are a number of Christian, Islamic and Jewish schools based in Toronto, all of which offering a slightly different educational system to their students and are tailored to best suit a specific religion.  With non-public schooling in mind, there are also a variety of religious non-public school boards spread throughout Toronto, namely the Board of Jewish Education of Toronto and the Toronto Adventist District School Board.  

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Ways to take ITIL® 5 Experience Certification in Toronto

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Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 5 Experience Certification. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

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Join a scheduled class with a live instructor and other delegates.

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Engage in activities, and communicate with your trainer and peers.

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We handpick from a global pool of expert trainers for our Online Instructor-led courses.

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Access ITIL® 5 Experience Certification in Toronto delivered by one of the largest training providers, with scalable instructor-led classes, accessible worldwide.

Master ITIL® 5 Experience Certification with a flexible yet structured approach that combines live, expert-led sessions and self-paced study. With Weekly one-to-one tutor support and consistently high pass rates, you’ll receive tailored guidance and achieve real results.

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Structured Yet Flexible Learning

Take part in scheduled, instructor-led sessions with real-time feedback, while enjoying the freedom to study independently. Interactive resources and progress tracking tools help you stay motivated and on target.

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Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from ITIL® 5 Experience Certification industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.

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Expert-Led Course

Gain valuable insight from experienced trainers during live sessions, and revisit course materials anytime to deepen your understanding. This method offers the ideal balance between expert guidance and independent learning.

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Access top-quality training across time zones—anytime, anywhere. Whether at home or on the go, our expert-led sessions and flexible study materials support your goals, and help you on the journey towards the certification.

Learn ITIL® 5 Experience Certification through The Knowledge Academy’s Online Self-Paced Learning. This flexible and structured format supports your training goals and enables every professional to build skills with confidence.

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Flexible Learning

Access ITIL® 5 Experience Certification resources 24/7 to maintain steady progress, complete regular assessments or tasks, and upskill effectively alongside work commitments.

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Our Online Course content is designed by experienced trainers to ensure accuracy, relevance, and practical value.

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Access ITIL® 5 Experience Certification in Toronto from a trusted global training provider delivering consistent learning to professionals worldwide.

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Cost-Effective Training

Benefit from the cost-effective ITIL® 5 Experience Certification that delivers high-quality course content without compromising learning outcomes.

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Interactive LMS

Track performance, download resources, and receive AI-enabled support through The Knowledge Academy’s dedicated Learning Management System.

Thu 17th Sep 2026

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Fri 18th Sep 2026

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2 days

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Package deals for ITIL® 5 Experience Certification in Toronto

Our training experts have compiled a range of course packages on a variety of categories in ITIL® 5 Experience Certification, to boost your career. The packages consist of the best possible qualifications with ITIL® 5 Experience Certification, and allows you to purchase multiple courses at a discounted rate.

ITIL® 5 Experience Certification in Toronto FAQs

What is the ITIL® Version 5 Product?

ITIL® Version 5 Product refers to the latest evolution of the ITIL framework that integrates modern product and service management with digital, experience-led, and value-focused practices to support organisations operating in complex, technology-driven environments.

Who is ITIL® 5 Experience for?

ITIL® Version 5 Experience Training is designed for professionals involved in service design, product management, experience management, and digital transformation who want to apply experience-led thinking within modern IT and business environments.

When is ITIL® Version 5 Experience launching?

The ITIL® Version 5 Experience Certification was launched on 12th March 2026. To get more information about the course and prices, get in touch with us.

Are there any prerequisites for ITIL® Version 5 Experience?

Delegates must hold any ITIL® 4 Certification, ITIL® Foundation (Version 5), or ITIL® Foundation Bridge (Version 5) before progressing to the ITIL® Version 5 Experience Certification.

What is the cost/training fees for ITIL® 5 Experience Certification in Toronto?

The training fees for ITIL® 5 Experience Certification in Toronto starts from CAD3395

Which is the best training institute/provider of ITIL® 5 Experience Certification in Toronto?

The Knowledge Academy is one of the Leading global training provider for ITIL® 5 Experience Certification.

What are the best ITIL® Certification Training courses in Toronto?

Please see our ITIL® Certification Training courses available in Toronto

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