ITIL Experience (Version 5)

ITIL Experience (Version 5) is designed for professionals who want to understand how digital products and services can create better, more trusted, and more valuable experiences for customers, users, and other stakeholders.

This certification goes beyond traditional service performance metrics such as availability, response time, and incident resolution. It focuses on the human side of digital service management, including experience management, stakeholder perception, service journeys, trust-centred design, AI-enabled services, digital ethics, and continual experience improvement.

The course is especially relevant for IT service managers, project managers, product managers, customer experience professionals, digital transformation teams, service owners, and students who want to build a stronger understanding of modern ITIL practices.

What You Will Learn

• How to understand experience as a human response to digital products and services
• How users, customers, sponsors, and providers may experience the same service differently
• How service journeys and individual experience moments influence overall perception
• How to capture and interpret experience evidence effectively
• How trust, transparency, and coherence affect digital experience
• How AI-enabled services influence customer confidence, ethics, and governance
• How to apply continual improvement methods to improve experience over time
• How ITIL experience management connects with modern digital product and service management

Who Should Take This Course?

This course is suitable for professionals and learners working in areas such as:

• IT Service Management
• Project Management
• Customer Experience Management
• Digital Product Management
• Service Design
• Digital Transformation
• IT Operations
• Business Relationship Management
• Continual Improvement
• AI Service and Governance

ITIL Experience (Version 5) Exam Overview

• Exam Format: Multiple choice
• Number of Questions: 40
• Exam Duration: 90 minutes
• Passing Score: 70%
• Minimum Correct Answers: 28 out of 40
• Exam Type: Open book

Although the exam is open book, candidates should have a clear understanding of the core concepts before exam day. Efficient preparation should focus on understanding how ITIL Experience principles are applied in practical service management and digital experience scenarios.

By preparing for the ITIL Experience (Version 5) certification, you can develop a more complete understanding of how organizations move beyond simply delivering technically functional services and instead create digital experiences that users can understand, trust, and value.