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 ITIL® Version 5 Experience?  

ITIL® 5 Experience is ideal for professionals who want to strengthen their understanding of experience-led product and service management in digital environments. It is particularly suitable for those involved in designing, delivering, and improving service experiences across modern IT and business landscapes, including: 

  • IT Service Management Professionals 
  • IT Managers and Service Leaders 
  • Service Delivery and Operations Managers 
  • Digital and Product Managers 
  • Service Owners 
  • Customer and Experience Management Professionals 
  • DevOps and Digital Transformation Practitioners 

Prerequisites for ITIL® Version 5 Experience  

Learners must complete the ITIL® Version 5 Foundation before attending ITIL® Version 5 Experience. Those who have completed the ITIL ® 4 Foundation are required to complete the ITIL® Version 5 Bridge Course prior to progressing to this Experience module. 

ITIL® 5 Experience Certification Overview

ITIL® Version 5 Experience focuses on applying experience-led thinking to improve how digital products and services are delivered and perceived. It explains how experience insights support value co-creation, strengthen service relationships, and enhance outcomes across value streams.

This 2-Day course offered by The Knowledge Academy equips delegates with the knowledge required to apply ITIL experience management principles in real-world service environments. Delegates will learn how to interpret experience signals, map stakeholder roles, and implement structured improvement approaches to enhance service outcomes.

The ITIL Version 5 Foundation Certification Course is already available. Please check it out to get started on the ITIL Certification pathway.

ITIL® 5 Experience Certification

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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 Course

The ITIL® 5 Experience Certification Course assesses delegate understanding of experience-centric service management and value co-creation. It validates knowledge of integrating customer, user, and employee experience principles with ITIL practices to design and deliver impactful, value-driven 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
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Train Your Workforce

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

Our Charlotte venue

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Free Wi-Fi

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

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To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

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

Video equipment

This location has full video conferencing equipment.

Charlotte is the biggest city in the state of North Carolina. It is the third fastest growing major city in the United States.  It has an estimated population of 810,000 people. Charlotte is home to the corporate headquarters of Bank of America. Education in the USA is provided by both public and private schools, and is mandatory until the age of 16.  Pupils conducting their schooling within the USA start off at preschool, followed by elementary school, then middle school, before finishing at high school.  At age 18, US citizens are able to engage in higher education.  Higher education in the USA normally comes in the form of a college, undergraduate school, or a community college – that latter of which doesn’t normally cost anything to attend.  Candidates participating in a course at a college will gain credits towards a bachelor’s degree, whilst candidates participating a course at a community college will be earning credits in order to achieve an associate’s degree. The public school system in North Carolina is the second largest system in the state and the 17th largest in the whole of the United States. There is an estimate 150,000 pupils being taught in the 164 public schools of Charlotte. Charlotte is the home of many notable universities. For example Central Piedmont Community College, Charlotte School of Law, Johnson C. Smith University and the University of North Carolina are all based in Charlotte. The University of North Carolina is the biggest in the city with 27,000 students. At The Knowledge Academy we offer over 50,000 classroom based training courses in the United States, including popular locations such as Buffalo.

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Ways to take ITIL® 5 Experience Certification in Charlotte

Online Instructor-Led Learning

Onsite Learning

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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Live classes

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

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Interactive

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

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Global Pool of the Best Trainers

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

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Expertise

With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.

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Scalable Training Delivery

Access ITIL® 5 Experience Certification in Charlotte 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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Engaging & Interactive Training

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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Global Training Accessibility

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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Expert-Developed Content

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

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Global Training Provider

Access ITIL® 5 Experience Certification in Charlotte 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.

Package deals for ITIL® 5 Experience Certification in Charlotte

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 Charlotte 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?

ITIL® 5 Experience Training is scheduled to begin on 12 March 2026. For further registration and scheduling information, please contact us.

Are there any prerequisites for ITIL® Version 5 Experience?

Yes. Learners must complete the ITIL® Version 5 Foundation. Those who hold the ITIL® 4 Foundation are required to complete the ITIL® Version 5 Bridge Course before progressing. If needed, learners can check out our ITIL® Version 5 Foundation training to meet this requirement.

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

The training fees for ITIL® 5 Experience Certification in Charlotte starts from $2695

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

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 Charlotte?

Please see our ITIL® Certification Training courses available in Charlotte

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