ITIL® 5 Experience Certification in Virtual

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

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.

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.

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

• World-Class Training from Experienced Instructors 
• Digital Delegate Pack