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ITIL® Experience (Version 5)– Live Instructor-Led Training 

Master the art of designing products and services that feel as good as they function. This advanced ITIL® (Version 5) certification training focuses on experience management — integrating human emotions, trust, and behaviour into every stage of the product and service lifecycle. Delivered live by a PeopleCert Accredited Training Organization (ATO), this interactive, instructor-led course includes the official PeopleCert eBook, Learner Kit, exam voucher, practice questions, and real-time coaching.

Training format:
  • Delivery: Live Instructor-Led (virtual or in-person)
  • Duration: 2-3 days 
  • Format: Interactive lectures, group discussions, quizzes, and mock exam practice
  • Language: English


What is included:
  • Official PeopleCert ITIL® Experience (Version 5) eBook
  • Official Learner Kit
  • ITIL® Experience (Version 5) exam voucher (online proctored)
  • Practice questions and quizzes
  • Access to learner community & Instructor Q&A forum
  • Instructor guidance and exam preparation
⚠️ Pre-order now - Available from 12 April 2026.
Please contact us if you need to pay in another currency.

Have questions about upcoming dates or group bookings?
👉 Contact us via support@agilepmhub.com or fill out the form below to request a custom schedule for your team.

ℹ️ Training dates will be announced soon. Contact us to express interest or request a custom schedule for your team.

ITIL® Experience (Version 5) — Everything You Need to Know

Explore the full ITIL® Experience (Version 5) certification guide — including training formats, exam details, prerequisites, certification pathway, and FAQs — before you enroll.

Training Schedule

Description

The ITIL® Experience (Version 5) Live Instructor-Led Training is one of the first advanced modules in the new ITIL (Version 5) certification scheme. It goes beyond traditional service management by integrating human experience into how digital products and services are designed, delivered, and improved.

Through interactive sessions, real-world examples, and guided discussions, you will develop a deep understanding of how experience — including emotions, trust, and behaviour — shapes value for consumers and providers. You'll learn to capture experience evidence, map stakeholder journeys, apply experience improvement frameworks, and understand how AI governance and other frameworks integrate with ITIL.

This course prepares you for the official ITIL® Experience (Version 5) certification exam, recognized globally by employers and organizations.

ITIL® Experience (Version 5) and the ITIL Qualification Scheme

ITIL® Experience (Version 5) is part of the ITIL Managing Professional stream in the new ITIL (Version 5) certification pathway.

  • ITIL® Foundation (Version 5) or ITIL® 4 Foundation is the prerequisite for this certification
  • ITIL® Experience is one of four modules (along with ITIL Product, ITIL Service, and ITIL Transformation) required to achieve the ITIL Managing Professional designation
  • This module focuses specifically on experience management — how human responses shape the perceived value of digital products and services


👉 Explore ITIL® (Version 5) certification pathways below

Topics Included

Module 1: ITIL Foundation Recap and Experience Overview

  • Key concepts of ITIL (Guiding Principles, Products and Services, Product and Service Lifecycle, Four Dimensions, ITIL Value System)
  • What is ITIL Experience? Key concepts of experience
  • Experience as human responses (feelings, thoughts, bodily states)
  • Digital experience and the digital experience system
  • Anticipation, perception, and evaluation in experience management


Module 2: Experience Stakeholders and Tensions

  • Service stakeholders: consumer and provider
  • Provider-consumer tensions
  • Consumer stakeholders: users, customers, customer sponsors, and consumer-side tensions
  • Provider stakeholders: agent, principal, provider sponsor, enabler, and provider-side tensions


Module 3: Experience and the ITIL Four Dimensions

  • How experience integrates with all ITIL Four Dimensions
  • Improving experience through organizations and people
  • Improving experience through information and technology
  • Improving experience through partners and suppliers
  • Improving experience through value streams and processes
  • Applying the Four Dimensions as a governance lens for experience improvement


Module 4: Experience in the ITIL Product and Service Lifecycle

  • How value chain activities create experience moments
  • Functional and relational interactions
  • Typical experience frictions and mitigations
  • Stakeholder role mapping and trust requirements across the journey
  • Differentiating functional vs. relational interactions

Module 5: Capturing Experience — Evidence, Signals, and Quality

  • The concept of experience capture
  • Why experience capture is partial and metrics are hypotheses
  • The four experience domains: personal, functional, relational, contextual
  • Types and sources of experience evidence
  • Three tiers of data (primary, secondary, tertiary) and signals
  • Direct, indirect, and synthetic capture techniques
  • Assessing data quality, trustworthiness, and coherence
  • Anti-patterns, roles, and tools for capturing experience


Module 6: Service Journeys — Relationships, Agreements, and Stakeholder Journeys

  • Service relationships and agreements from the experience perspective
  • The service journey and how relationship types influence it
  • The seven steps of the service journey: explore, engage, offer, agree, onboard, co-create, reflect
  • Consumer stakeholder journeys: concerns and anti-patterns
  • Provider stakeholder journeys: concerns and anti-patterns
  • Applying the ITIL Service Journey Model


Module 7: Continual Experience Improvement

  • The notice – interpret – hypothesize – experiment loop
  • Improvements by the system vs. improvements to the system
  • Trust and psychological safety in experience improvement


Module 8: AI, Experience, and Governance

  • How AI benefits experience management
  • AI governance and digital ethics in experience management
  • The ITIL AI Capability Model
  • How AI governance supports experience


Module 9: ITIL and Other Frameworks

  • ITIL and DevOps: complementary practices
  • ITIL and PRINCE2: complementary lifecycle management
  • Why project management is important in ITIL

Training Format

  • Delivery: Live Instructor-Led (virtual or in-person)
  • Duration: 2-3 days 
  • Format: Interactive lectures, group discussions, quizzes, and practice exam questions
  • Language: English

What's Included

  • Official PeopleCert ITIL® Experience (Version 5) eBook
  • Official Learner Kit
  • ITIL® Experience (Version 5) exam voucher (online proctored)
  • Practice questions
  • Instructor guidance and exam preparation
  • Group activities & discussions
  • Real-time coaching & feedback
  • You can reschedule or change your training cohort before your exam voucher is issued
  • Access to learner community
  • Access to the Instructor Q&A forum

Choose Your Training Format

Option 1 – Self-Paced eLearning

💻 Learn anytime, at your own pace
  • Self-paced e-Learning
  • eBook
  • Exam voucher
  • Learner Kit
  • Practice Exam Questions
  • 12 months access to eLearning 
  • Access to learner community
  • Access to the Instructor Q&A forum

Option 2 – Live Training (Instructor-Led)

🎓 Interactive, coaching-focused experience
  • 2 - 3 Day Intensive Training 
  • eBook
  • Exam Voucher
  • Learner Kit
  • Practice Exam Questions
  • Group activities & discussions
  • Real-time coaching & feedback
  • You can reschedule or change your training cohort before your exam voucher is issued
  • Access to learner community
  • Access to the Instructor Q&A forum

Option 3 – Corporate Training

🏢 Tailored programs for teams and organizations
  • Customized delivery format (eLearning, virtual or in-person)
  • Flexible scheduling to suit your team’s availability
  • Official eBook, Learner Kit, and Exam Voucher included
  • Practice Exam Questions
  • Interactive workshops with real-world case studies
  • Focus on aligning ITIL® practices with your business goals
  • Group discounts available
  • Access to learner community
  • Access to the Instructor Q&A forum

Looking for other ITIL Managing Professional Modules?

Why Learn with AGILEPM HUB?

say ITIL® trainings improved their job

quality training

average pass mark

exam success rate
  • Expert-led training – Learn from ITIL®-certified trainers with years of experience delivering accredited ITIL® programs.
  • Proven results – Learners achieve an average pass mark of 92% in the official ITIL® Foundation exam.
  • High success rate – 95% of learners say our ITIL® training improved their job performance.
  • Exceptional trainer quality – 94% quality rating for trainer knowledge and delivery.
  • Comprehensive materials – Official eBook, Learner Kit, and practice exams aligned with ITIL®  certification objectives.
  • Flexible learning options – Choose between live instructor-led sessions or self-paced eLearning.
  • AGILEPM HUB is Accredited Training Organization by PeopleCert.
  • Competitive pricing – High-quality, affordable certification training trusted by professionals worldwide.
  • AGILEPM HUB is accredited to deliver all ITIL® training programs. Reach out to us if you can't find them here. 
ITIL-ATO@ AGILEPM HUB
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ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
PRINCE2® and PRINCE2 Agile® are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO) for ITIL® and PRINCE2® in Hong Kong.
Check our profile page here https://www.peoplecert.org/ways-to-get-certified/ato/agilepm-hub-2762171
Meet the instructor

Aray Kaken

ITIL® Master | PeopleCert Ambassador | Accredited Trainer (Scaled Agile, ICAgile, PMI, PeopleCert)
Aray Kaken is an experienced Agile and Service Management trainer and consultant who has delivered Agile, DevOps, and IT Service Management training to more than 500 professionals across leading global organizations, including Barclays Bank, Lloyds Bank, Cathay Pacific, Costa Coffee, Chanel, and others.
As a PeopleCert Ambassador and ITIL 4 Master, Aray brings deep expertise in modern service management, digital transformation, and enterprise agility. His sessions are known for being practical, engaging, and results-driven, helping learners not only pass certification exams but also apply ITIL® principles effectively in real-world environments.
Expect clear explanations, relatable examples, and practical frameworks that make ITIL® concepts come alive—guided by an instructor who’s passionate about helping professionals build confidence and deliver measurable impact.
Patrick Jones - Course author
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Frequently asked questions

Is ITIL® Experience (Version 5) an entry-level certification?

No. ITIL® Experience (Version 5) is an advanced module. You must hold either ITIL® Foundation (Version 5) or ITIL 4 Foundation certification before enrolling.

Who should attend ITIL® Experience (Version 5) training?

This course is ideal for IT professionals, service managers, product managers/product owners, UX/CX professionals, team leaders, consultants, and anyone focused on how human experience shapes the value of digital products and services. It is a key step towards the ITIL Managing Professional designation.

What is included in the training package?

Each enrollment includes:
  • Official ITIL® Experience (Version 5) eBook
  • Official Learner Kit
  • Exam voucher (online proctored)
  • Practice exam questions
  • Instructor guidance and exam preparation
  • Group activities and real-time coaching

(Note: Learners can reschedule or change cohorts before the exam voucher is issued.)

Who delivers the training?

All sessions are delivered by certified ITIL® trainers with extensive experience in digital product and service management and real-world implementation of ITIL® practices.

How is the exam conducted?

The official PeopleCert ITIL® Experience (Version 5) exam is:
  • Online proctored (available anytime, anywhere)
  • 40 multiple-choice questions
  • 90 minutes (non-native English speakers receive an extra 25%, i.e. 113 minutes)
  • Closed-book
  • Passing score: 70%

What is the prerequisite for this course?

ITIL® Foundation (Version 5) or ITIL 4 Foundation certification is required. Candidates must also complete accredited training from an ATO or via accredited eLearning before sitting the exam. If you don't have a Foundation certification yet, you can take the ITIL® Foundation (Version 5) course or, if you already hold ITIL 4 Foundation, you can proceed directly.

 Will I receive a certificate?

Yes! Upon passing the exam, you will receive an official ITIL® Experience (Version 5) certificate issued by PeopleCert.

Does the ITIL® Experience certification expire?

All PeopleCert Global Best Practice certifications need to be renewed after 3 years. You can renew by passing any ITIL® exam (which extends all ITIL certifications for three years) or by collecting CPD points through PeopleCert Plus Membership.

Can I reschedule my training date?

Yes, you can reschedule or change your training cohort before your exam voucher is issued. Once the voucher is issued, changes are no longer possible.

Do you offer group or corporate training?

Yes, we offer customized training options for teams and organizations, with flexible delivery formats and group discounts.

Is AGILEPM HUB an accredited provider?

Yes, AGILEPM HUB is PeopleCert Accredited Training Organization (ATO).

Any Questions? Feel Free to Reach out!

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