The ITIL Experience course is designed for leaders and professionals who want to design and manage service experiences that customers genuinely feel, and organisations can measure and improve.
Building on traditional ITIL, ITIL Experience integrates human experience into the design and delivery of digital products and services. It recognises that functional success alone isn’t enough; how services are perceived, trusted, and engaged with directly shapes the value they create.
By bringing human emotions, behaviour, and trust together with performance, cost, and reliability, ITIL Experience provides practical guidance for embedding experience-focused thinking into everyday strategy, product development, and service management, supporting stronger business outcomes without compromising human dignity.
ITIL Foundation is a prerequisite for this ITIL Service (Version 5) course.
ITSM Hub provide multiple delivery methods and course options. If you have a team or would like a quote, you can request this here
What is ITIL Version 5?
ITIL is the Global Best Practice framework for Digital Product and Service Management. Adopted by over 3M professionals worldwide, powering 82% of the Fortune 500, and built on the trust of over 50,000 organisations, ITIL has long set the standard for excellence in service management.
ITIL Version 5 is an evolution of ITL 4. It goes beyond ITSM - as IT roles move to the front lines of the business, it’s relevant wherever digital products and services create value. ITIL (Version 5) is the next evolution of the world’s most trusted management framework. It’s designed for AI-driven, digital-first organisations and expands ITIL from service management to full digital product and service management.
ITIL (Version 5) guides organisations in managing digital products, services, customer experience and end-to-end digital operations in a structured and future-ready way.
Many organisations manage products and services separately, creating gaps in delivery, reliability and customer experience. In reality Product and Services are the same side of the coin:
- Products are what organisations build
- Services are how value is delivered and supported
Digital products and services are two sides of one solution. ITIL (Version 5) unifies them into one lifecycle so teams can:
- Design together
- Build and launch together
- Operate and improve together
The result: faster delivery, fewer gaps, better experiences, stronger business outcomes.
About the ITIL Experience course
ITIL® Experience (Version 5) gives candidates practical guidance to create products and services that feel as good as they function, aligned with ITIL guidance. The qualification helps candidates align people, processes, and technology to deliver user-centric, outcome-driven experiences.
ITIL Experience enables candidates to:
- Support strategy teams by strengthening credibility and showing how human-centred approaches drive measurable goals such as return, engagement, and competitive advantage
- Support product teams by reducing rework through earlier understanding of user needs, so products are adopted quickly and used effectively, not just delivered to spec
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Support service teams by enabling proactive, reliable, empathic service that builds trust, prevents issues, and reduces pressure on delivery teams
Experience thinking helps professionals in every digital role deliver greater impact:
- Strategy: Connect decisions to real-world outcomes; improve returns, sharpen positioning, and strengthen executive alignment
- Product: Reduce rework and shorten time to market; improve relevance, usability, and satisfaction
- Service: Build trust by treating experience as part of the service; make digital services feel more human and reduce recurring issues
When experience is shared and embedded across teams, not prescribed by a central function, it strengthens relationships, accelerates adoption, and improves outcomes for customers, users, and the organisation.
What will I learn in this course?
At the end of your ITIL® Experience (Version 5) course, you will be able to:
- explain core ITIL concepts from an experience management perspective
- describe how experience influences products, services, relationships, and journeys
- explain how experience is captured, measured, and governed
- apply experience frameworks and continual improvement to enhance experience
- explain how AI, DevOps, and project management integrate with ITIL for value creation.
There is an examination at the end of this course, this will test your understanding of the content. Upon passing the examination you will be awarded with the ITIL Experience (Version 5) Certification.
Who should attend?
The ITIL Experience course is for professionals who direct, develop, or deliver digital products and services, and would like to embed experience thinking in daily operations:
- Strategy professionals who want to strengthen their influence and credibility and show that human-centered approaches support clear business goals, such as better returns, stronger customer engagement, and competitive advantage.
- Product professionals who are under pressure to deliver faster and with fewer revisions. They want to avoid wasted effort by better understanding user needs from the start, so that they build products that are adopted quickly and used effectively, not just ones that meet technical requirements.
- Service professionals who want to move beyond reactive support. Instead of fixing problems after the fact, they want to prevent them. They want to be known for reliable, empathic service that strengthens trust with users while also reducing pressure on delivery teams.
Are there any prerequisites for this course?
ITIL 4 Foundation or ITIL® Foundation (Version 5) certification are valid prerequisites for the ITIL (Version 5) Advanced level qualifications.
What are the exam requirements and pass mark?
The ITIL Experience (Version 5) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the ITIL framework concepts, as described in the course syllabus, to be awarded the ITIL Experience (Version 5) qualification.
To be awarded the ITIL Experience qualification, you must complete the examination:
- A 90-minute, 40 question, multiple-choice exam is administered by the global examination body, PeopleCert.
- This is an ‘open book’ exam. The ITIL® Experience (Version 5) Official Book and the Scenario Booklet are allowed, but no other material is allowed
- The passing mark required to receive your certificate to tbc.
Attending this course will prepare candidates for the examination leading to the ITIL® Experience (Version 5) Certificate.
How is the exam conducted?
If you attend a virtual classroom course with us, you will be provided an online exam voucher on the first day of your course. You’ll receive an email from PeopleCert with instructions on how to register and book your exam online.
- Scheduling: You can book your exam on the PeopleCert website, at a time that suits you. The schedule is available 24/7.
- Before the exam (online proctoring): A live proctor will confirm your identity (photo ID required) using your webcam.
- Duration: The online exam duration is 90 minutes; we recommend you allow an extra 30 minutes for setup and authentication.
- Requirements: A computer, webcam, speakers, a quiet private space, and a stable internet connection.
- Results: Preliminary results are usually available immediately after you finish.
- Voucher validity: Your exam voucher is valid for 12 months, but we recommend sitting the exam as soon as possible after the course while the content is fresh.
We provide more comprehensive information and guidance on the exam requirements in our learning portal. Your instructor will also provide information during your course.
How is this course delivered?
Virtual Classroom
Our publicly scheduled courses are delivered in our virtual classroom over 3-days. These courses are scheduled approx. twice per 6 months, across multiple time zones. Our instructors are experts who are able to bring the ITIL concepts to life, providing real-world examples and relevance to your role.
Self-Paced Online
This course will be available in our eLearning, self-paced online delivery method with access for 12-months. Please register your interest if you would like first access when this is available.
Onsite or Private courses
Bring us onsite and our facilitator can deliver training for your team at your premises. Private courses can also be conducted in our virtual classroom on dates and times that suit your teams, ideal for remote or hybrid workforces.
Request a quote and our team will be in touch with a proposal.
What is included in your course fee?
Our ITIL Experience course comes with:
- Access to PeopleCert official training e-materials, these are available through our ITSM Hub learning portal. The Learner Kit includes:
- Official Learner Workbook for students to download, or view on laptop or tablet devices
- Official ITIL practice exams
- Quick reference guide to assist with exam preparation
- ITIL® Experience (Version 5) online exam voucher from PeopleCert, this is valid for 12-months from the date of issue. Please see exam section for requirements.
- The official ITIL publication as an eBook, accessible through the PeopleCert exam portal.
- Post course assistance, our instructors are available after your course to support you with study or answer any questions.
ITIL Version 5 Qualification Scheme
The ITIL (Version 5) qualification scheme has nine core modules and one extension module. ITIL Foundation is the beginning course, and the certification is a pre-requisite for the eight advanced modules.
There are three learning streams, each leading to a professional designation:
- ITIL Practice Manager (Version 5)
- ITIL Managing Professional (Version 5)
- ITIL Strategic Leader (Version 5)
The ITIL Experience certification is one of the 5 certifications needed to achieve ITIL Managing Professional (Version 5). The Managing Professional stream develops advanced capability in product delivery, service management, experience management, and organisational improvement.
To achieve this designation, candidates are required to certify with ITIL Foundation (ITIL 4 or Version 5) and the following modules: ITIL Product, ITIL Service, ITIL Experience and ITIL Transformation.
Register your interest
Join our waitlist so you can be first to know more and be one of the first people in the world to experience this course. Register here
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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