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ITIL® Experience (Version 5) Self- Paced eLearning Training with Official PeopleCert Exam 2 Attempts.

Original price was: $ 1,798.00 USD.Current price is: $ 899.00 USD.

Included in Your Purchase of the PeopleCert ITIL® Experience (Version 5):

  • 5-year access to Official eBook
  • 2 Attempts at the Official PeopleCert Web-Proctored Exam -12 Months Validity
  • Courseware Based on Official PeopleCert-Approved Materials | Study Material (PDF Version)
  • PeopleCert Official Learning Resource Kit Included (Learner workbook and exam preparation guide)
  • 2 Official PeopleCert Sample Papers (PDF)
  • 2 Full-Length Exam Simulation Tests
  • Access to Trainer | 24×7 Website Chat and Email Support
  • Letter of Course attendance/proof of completion (PeopleCert will not release Exam results without it.
  • 25% Extra Exam Time Provided
  • (Available if the candidate’s native language differs from the exam language, as per PeopleCert policy)
  • Official e-Certificate Upon Passing the Exam. view sample certificate
    (Digital Badge available for PeopleCert Plus members)
  • Exam Conducted via PeopleCert Online Proctored Examination Service
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ITIL® Experience (Version 5)

ITIL® Experience (Version 5) is designed for professionals who want to create exceptional digital products and services that not only perform effectively but also deliver outstanding user and customer experiences. Aligned with the latest ITIL guidance, this course focuses on designing and managing experience-driven services that create meaningful business and customer value.

Participants will learn practical approaches to aligning people, processes, and technology to deliver user-centric, outcome-focused experiences across the entire service journey. The course explores experience management principles, customer engagement, service interactions, and continual improvement strategies that help organizations enhance satisfaction, build trust, and achieve business objectives.

The ITIL® Experience (Version 5) certification exam evaluates a candidate’s understanding of the ITIL framework and their ability to apply and analyze experience management concepts as defined in the official syllabus. Candidates who successfully pass the exam earn the ITIL Experience (Version 5) qualification.

Prerequisites

To enroll in this course and take the certification exam, candidates must hold one of the following certifications:

  • Any ITIL 4 certification
  • ITIL Foundation (Version 5)
  • ITIL Foundation Bridge (Version 5)
Exam Overview
Material allowedITIL Experience (Version 5)

This is an ‘open book’ exam. The ITIL® Experience (Version 5) Official Book should be used (and candidates can
make notes inside the book), but no other material is allowed.

Exam duration90 minutes

Candidates taking the exam in a language that is not their native or working language are awarded 25%
extra time, that is 113 minutes in total.

Number of marks40 marks

There are 40 questions, each worth 1 mark. There is no negative marking.

Pass mark28 marks

Candidates will need to get 28 questions correct (70%) to pass the exam.

Bloom’s Level (BL)BL 1 ,2 ,3 and 4

Bloom’s level indicates the type of thinking needed to answer the question.

For Bloom’s level 1 questions, candidates need to recall information about the ITIL framework.

For Bloom’s level 2 questions, candidates need to understand concepts of the ITIL framework.

For Bloom’s level 3 questions, candidates need to apply these concepts in a real-life situation.

For Bloom’s level 4 questions, candidates need to analyse the information provided and reason whether a course of action is
effective/appropriate

Exam formatScenario, Experience

Candidates should use the ‘ITIL Car Rental Scenario’ which gives background information that the questions
apply to. For at least one question, candidates will also need to use the ‘Experience’ part of the scenario

Question typesMultiple Choice Questions (MCQs)

•The questions are all multiple choice.

•Standard questions have a stem and four answer options.

•Negative questions are standard questions in which the stem is negatively worded.

•For Missing word(s) questions, there is a sentence with a word (or more words) missing
and candidates select the missing word(s) from four options.

•For List questions, there is a list of four statements, and candidates select two correct
statements from the list.

ITIL® Experience (Version 5) Course Syllabus

The ITIL® Experience (Version 5) syllabus equips professionals with the knowledge and practical skills to design, measure, and continually improve customer and user experiences across digital products and services. The course explores ITIL best practices for experience management, stakeholder engagement, service journeys, and the integration of AI and complementary frameworks to deliver value-driven outcomes.

Module 1: Key ITIL Terms and Definitions

Build a strong foundation in ITIL and experience management concepts.

  • Core ITIL concepts and terminology
  • Fundamental principles of experience management
  • Understanding customer, user, and stakeholder experiences

Module 2: ITIL Experience

Learn how experience management is embedded throughout the ITIL framework.

  • Service stakeholders and their roles
  • Experience within the ITIL Four Dimensions Model
  • Experience across the ITIL Product and Service Lifecycle

Module 3: Capturing Experience

Discover techniques for collecting, analyzing, and using experience data to improve services.

  • Key concepts of experience capture
  • Experience evidence and customer insights
  • Measuring and evaluating user experiences

Module 4: Service Journey

Understand how to design and optimize end-to-end service journeys that deliver exceptional customer value.

  • Service relationships, agreements, and customer journeys
  • Organizational responsibilities in experience management
  • Consumer and provider stakeholder perspectives
  • Digital experience improvement strategies

Module 5: ITIL and Artificial Intelligence (AI)

Explore how AI enhances experience management and digital service delivery.

  • Experience management in AI-enabled environments
  • AI governance principles and best practices
  • Responsible use of AI to improve customer experiences

Module 6: ITIL and Complementary Frameworks

Learn how ITIL integrates with widely adopted frameworks to improve service delivery and organizational performance.

  • ITIL and DevOps
  • ITIL and PRINCE2
  • Leveraging complementary practices to enhance customer and user experiences
CategoryWeighting %
1. Key ITIL terms and definitions7.5%
2. ITIL Experience25.0%
3. Capturing Experience20.0%
4. Service Journey35.0%
5. ITIL and AI10.0%
6. ITIL and other frameworks2.5%
Total100.0%

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