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ITIL® Experience (Version 5) – eLearning

ITIL® Experience (Version 5) – eLearning

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ITIL® Experience (Version 5)

eLearning course

ITIL Experience (Version 5) offers you the expertise you need to embed human-centred and AI-aware design into digital products and services, to align trust, perception, and value across the lifecycle.

The ITIL training that fits around you

The ITIL® Experience eLearning course is a flexible way to learn and build on your ITIL Foundation certification.

This course forms part of PeopleCert’s ITIL 5 framework.

Essential voucher includes: Exam, Online Proctoring, Official Training Materials, Official eBook

Lowest price for SDI Members

SDI Members on Premium or Enterprise plans get the lowest prices on all our training courses, but if you’re not a Member yet don’t worry. Simply follow the links to buy Membership then once you have your login details return to book training, your discount will apply automatically.

If you already have Premium or Enterprise Membership, simply log in to book at the special Member price.

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Offical PeopleCert Platinum Partner

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Self-paced

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Device-friendly & mobile-optimised

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Interactive

What Will You Learn?

Experience as human response

Learn how experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co‑creation over time.

Digital experience and its value

Develop 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.

Stakeholder perspectives

Explore the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles, and how these shape experience in real journeys.

Experience in the Lifecycle

Discover how service journeys, experience moments, and functional and relational interactions emerge across lifecycle stages.

Experience capture

Examine experience capture, the experience domains, and why metrics are hypotheses that reflect only part of the human experience.

Experience Drivers

Understand how experience is shaped across The ITIL Four Dimensions of Product and Service Management (organizations and people, information and technology, partners and suppliers, and value streams and processes) and how each dimension contributes to improving experience.

Trustworthiness and coherence

Analyze how to apply criteria such as trustworthiness and coherence to evaluate experience evidence.

Continual experience improvement

Gain an in-depth understanding of continual experience improvement using the notice–interpret–hypothesize–experiment approach within the ITIL Continual Improvement Model.

AI and experience

Explore how AI affects trust, perception, and experience, and how AI governance and digital ethics ensure responsible and transparent use.

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What You'll Gain

Industry-recognised framework

Showcase your in-depth knowledge of ITIL practices and work towards your ITIL Transformation certification.

Employers’ first choice

Develop the expertise to work with experience capture, recognise experience evidence, and use narrative and numerical signals to understand people’s real response.

New career opportunities

Advance your career in IT with an ITIL certification, opening doors to new roles and opportunities in the evolving tech landscape.

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Certification Requirements

What do I need before I can gain this certification?

This module requires the completion of:

  • Any ITIL 4 certification or ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5)

 

You will need to take and pass the exam within 12 months to become certified.

This elearning course is suitable for people involved in improving the human experience of digital products and services, for example:

  • IT Service Managers
  • Service Delivery Managers
  • Service Desk Managers
  • Customer Experience Managers
  • Business Relationship Managers
  • Experience or Service Improvement Leads
  • Digital Transformation professionals
Time and date Self-paced
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Training And Development

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ITIL® Experience (Version 5) – eLearning

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