ITIL® Experience (Version 5)
The ITIL® Experience (Version 5) course provides practical guidance on how to design and manage digital products and services that deliver exceptional user experiences, aligned with the ITIL framework.
This course focuses on helping organizations create user-centric, outcome-driven experiences by aligning people, processes, and technology. It introduces key concepts of experience management, enabling organizations to understand how users perceive and interact with services, and how those experiences can be improved across the entire lifecycle.
Delegates will learn how to identify, measure, and enhance experience at every stage of the service journey, ensuring services not only function effectively but also deliver meaningful and positive outcomes.
What will you learn?
- Experience in digital services
Understand how experience is shaped by human responses, including perception, emotion, and interaction across digital services - Service experience and value co-creation
Explore how experience influences value co-creation between providers, consumers, and stakeholders - Experience across the ITIL framework
Learn how experience integrates with the ITIL guiding principles, value system, and four dimensions - Service journey and experience moments
Understand how experience is created across lifecycle activities such as discover, design, build, transition, and support - Stakeholder perspectives and relationships
Explore the roles of consumers and providers, and how their interactions influence experience outcomes - Capturing and measuring experience
Learn how to collect and evaluate experience data, including qualitative and quantitative signals across multiple domains - Experience improvement and optimization
Apply structured approaches to identify experience gaps, reduce friction, and drive continual improvement - Digital experience and AI
Understand how AI and automation can enhance experience management while maintaining trust and ethical standards
This course is ideal for professionals working in roles such as:
- Service Experience Managers and Customer Experience (CX) professionals
- IT Service Managers and Service Delivery Managers
- Product Owners and Product Managers
- UX/UI Designers and Digital Experience professionals
- IT Support, Operations, and Service Desk professionals
- Anyone responsible for improving service quality and user satisfaction
By completing this course, learners will be prepared to achieve the ITIL® Experience (Version 5) certification and apply ITIL principles to enhance real-world service experiences.
- ITIL guiding principles
- Digital products and services
- ITIL Product and Service Lifecycle
- ITIL Four Dimensions
- ITIL Value System
- Human experience (perception, emotion, response)
- Digital experience systems
- Anticipation, perception, and evaluation
- Consumer roles: users, customers, sponsors
- Provider roles: agents, principals, enablers
- Stakeholder relationships and tensions
- Experience moments in lifecycle activities
- Functional vs relational interactions
- Identifying and reducing experience friction
- Experience capture concepts
- Types and sources of experience evidence
- Experience domains: personal, functional, relational, contextual
- Data types and capture techniques
- Service relationships and agreements
- The service journey model
- Journey stages: explore, engage, offer, agree, onboard, co-create, reflect
- Stakeholder journeys and interactions
- Continual improvement loops (notice, interpret, hypothesize, experiment)
- Trust and psychological safety
- System vs systemic improvements
- AI in experience management
- AI governance and digital ethics
- ITIL alignment with DevOps and PRINCE2
These topics align with the official syllabus structure, including experience capture, service journeys, and improvement practices.
The ITIL Experience (Version 5) exam assesses your ability to understand, apply, and analyze experience management concepts within ITIL.
- Format: Multiple choice (open book)
- Materials allowed: Official ITIL Experience (Version 5) publication only
- Number of questions: 40
- Duration: 90 minutes
- (113 minutes for non-native speakers)
- Pass mark: 70%
- Question style:
- Scenario-based questions using a case study
- Includes experience-focused scenarios
To attend this course, delegates must hold an eligible ITIL 4 certification, ITIL Foundation (Version 5), or ITIL Foundation Bridge (Version 5).
Virtual Training • Live Instructor-Led Online
Join an expert trainer in a live online classroom. The course is delivered in real time and includes trainer explanation, discussion, exercises and opportunities to ask questions. Electronic course materials and joining instructions are provided before the course.
e-Learning • Self-Paced
Study through professionally produced online learning at your own pace, with extended platform access so you can work around your existing commitments. The package includes the learning materials, interactive activities, practice questions and the relevant examination voucher where applicable.
e-Learning+ • Self-Paced + Extras
e-Learning+ includes everything provided with the standard e-Learning package (learning materials, interactive activities, practice questions and the relevant examination voucher where applicable), together with additional preparation and reassurance. This includes a mock examination and the PeopleCert Take2 exam re-sit option, subject to the applicable examination terms.
How it works
Book Online
Confirmed
Materials Sent
Virtual Training
Provided
Gain Certification
Purchase Online
Start Date
Exam Voucher Provided
Self-Paced Learning
Complete Exam
Certification
Purchase Online
Start Date
Exam Voucher Provided
Self-Paced Learning
Mock Examination
Complete Exam
Certification
Frequently Asked Questions
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes live virtual tuition and the course materials shown in the booking sidebar. Where applicable, the official examination is also included. Please check the “What’s Included” list for the exact inclusions for this course.
Yes. We can deliver private training for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same course. Please contact us for a quotation.
Select your preferred date and click “Book Now” to book online. Alternatively, contact us on 01706 361110 or at and we will arrange the booking for you.
The price includes access to the self-paced online learning and the materials shown in the booking sidebar. Where applicable, the relevant examination voucher is also included. Please check the “What’s Included” list for the exact inclusions for this course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning for multiple learners. Please contact us for a quotation.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
The price includes everything provided with the standard e-Learning package, together with the additional items shown in the booking sidebar. These may include a mock examination and an exam re-sit option. Please check the “What’s Included” list for the exact inclusions for this course.
e-Learning+ includes the same self-paced online learning as the standard e-Learning package, with additional exam preparation and support. The precise extras are shown in the “What’s Included” information for each course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Yes. We can arrange e-Learning+ access for multiple learners and may be able to offer a tailored package. Contact us with your requirements and we will provide a quotation.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning+ for multiple learners. Please contact us for a quotation.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
Course Dates & Pricing
for ITIL® Experience (Version 5)
| Start Date | End Date | Duration | Location | Delivery | Price | |
|---|---|---|---|---|---|---|
| 9 Dec 2026 | 11 Dec 2026 | 3 Days | Online | Virtual | £1,725 + VAT (£2,070 inc VAT) | Book Now Enquire |
| 10 Mar 2027 | 12 Mar 2027 | 3 Days | Online | Virtual | £1,725 + VAT (£2,070 inc VAT) | Book Now Enquire |
| 9 Jun 2027 | 11 Jun 2027 | 3 Days | Online | Virtual | £1,725 + VAT (£2,070 inc VAT) | Book Now Enquire |
Need different dates or an in-house course? We can arrange bespoke sessions for your team. Contact us to discuss your requirements →
Trusted by IT professionals
"There was a lot of content to cover in this course [SDI Service Desk Manager]. Mark was an excellent tutor who was friendly, personable and brought the course to life by using his own real-life experiences. I found this to really help when taking information on board."
"I would just like to take this opportunity to thank you for the ITIL training at HP in Newcastle 3 weeks ago. I received my results today and am happy to report that I passed with a score of 31. I hope the lack of beer in Saudi isn't too bad and just think of the enjoyment of your first pint of real ale when you get back on British soil. "
"Thanks to all at Sysop for the Managers ITIL course. - John - Andy - and Janet for such excellent training that I got a distinction in both papers and of course to Janice and all the support staff who made the training run so smoothly. "