ITIL Experience (Version 5) eLearning+
This module represents one of the three core modules of the ITIL Managing Professional (Version 5) designation/pathway. ITIL Experience extends traditional ITIL by shifting the focus from services as delivered to services as lived, integrating human perception, trust, and behaviour with reliability, cost, and performance to embed experience thinking into strategy and service management. For more information see below: "What will you learn?"
 
Format
Self-paced eLearning with bite sized modules
 
What's included?
Twelve months on-demand access to 18-hours of interactive content 
Exam voucher (valid for 12-months from the date of issue)
Free exam retake, known as Take2 (valid for 6-months following the first exam)
Mock exam (one free online practice attempt directly with PeopleCert)
Auto marked sample papers and quizzes
Access to the Official PeopleCert eBook (PDF)
Learning Resource Kit (detailed learner workbook, and quick reference guide etc.,)
 
Prerequisites
ITIL Foundation v4 or v5
 
What will you learn?
How experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co‑creation over time.
A clear understanding of digital experience as feelings, thoughts, and bodily responses to interactions with digital products and services, and why it matters for value and trust.
The roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience in real journeys.
How service journeys, experience moments, and functional and relational interactions emerge across lifecycle stages.
How experience is shaped across The ITIL Four Dimensions of Product and Service Management (organisations and people, information and technology, partners and suppliers, and value streams and processes) and how each dimension contributes to improving experience
Experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience.
How to apply criteria such as trustworthiness and coherence to evaluate experience evidence.
An in-depth understanding of continual experience improvement using the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.
How AI affects trust, perception, and experience, and how AI governance and digital ethics ensure responsible and transparent use.
 
Pricing and options
Prices exclude tax
Company organisations who require invoicing terms please submit your request here