Is the ITIL Experience (Version 5) exam open book?

Yes. The exam is open book — you may use the official ITIL Experience (Version 5) eBook during the exam. It consists of 40 scenario-based multiple-choice questions over 90 minutes.

How is the ITIL Experience (Version 5) exam conducted?

The official PeopleCert ITIL Experience (Version 5) exam is online proctored and can be taken anytime. It consists of 40 scenario-based multiple-choice questions, lasts 90 minutes (non-native English speakers receive 25% extra time), is open book (official eBook only), and the passing score is TBC.

When will the ITIL Experience (Version 5) eLearning be available?

Pre-orders are open now and course access will be activated automatically on the release date.

Can I upgrade from ITIL Experience eLearning to live training?

Yes. You can upgrade from the self-paced eLearning course to the live instructor-led training by paying the difference in course fees, provided the exam voucher has not yet been issued.

Do you offer corporate ITIL Experience (Version 5) training?

Yes. AGILEPM HUB offers customized ITIL Experience training for teams and organizations with flexible delivery formats including virtual, in-person, or blended learning, along with group discounts.

Is AGILEPM HUB an accredited ITIL training provider?

Yes. AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO) authorized to deliver official ITIL certification training worldwide.

ITIL® Experience (Version 5)

Q: What is ITIL Experience (Version 5)?

ITIL Experience (Version 5) is an advanced ITIL certification that focuses on experience management — how human emotions, trust, and behaviour shape the perceived value of digital products and services. It is part of the ITIL Managing Professional stream.

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

No. ITIL Experience is an advanced module. You must hold either ITIL Foundation (Version 5) or ITIL 4 Foundation certification before enrolling. Accredited training is also required before sitting the exam.

Q: What is the prerequisite for ITIL Experience (Version 5)?

ITIL Foundation (Version 5) or ITIL 4 Foundation certification is required. Candidates must also complete accredited training from an Accredited Training Organization or via accredited eLearning before sitting the exam.

Q: Will I receive a certificate after passing the ITIL Experience (Version 5) exam?

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

Q: Does the ITIL Experience certification expire?

Yes. All PeopleCert Global Best Practice certifications need to be renewed after 3 years. You can renew by passing any ITIL exam or by collecting CPD points through PeopleCert Plus Membership.

Master the art of designing products and services that feel as good as they function. ITIL® Experience (Version 5) is an advanced certification in the ITIL Managing Professional stream, focusing on experience management — integrating human emotions, trust, and behaviour into every stage of the product and service lifecycle. Train with AGILEPM HUB, a PeopleCert Accredited Training Organization (ATO).

Write your awesome label here.

PeopleCert Accredited Training Organization

Official eBook, Exam Voucher & Learner Kit Included

Part of the ITIL Managing Professional Designation

Available as eLearning, Live Training, or Corporate Delivery

What Is ITIL® Experience (Version 5)?

ITIL® Experience (Version 5) 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.

This certification focuses on 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 digital ethics support experience management.

ITIL® Experience (Version 5) is designed for professionals who want to move beyond the fundamentals and develop practical skills in experience management — a critical capability as organizations increasingly prioritize user experience, customer satisfaction, and human-centred design in their digital products and services.

This certification is developed and managed by PeopleCert and is recognized by employers worldwide.

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

Prerequisite: ITIL® Foundation (Version 5) or ITIL 4 Foundation is required

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

The ITIL Managing Professional modules:
ITIL® Experience: Experience management — emotions, trust, behaviour, stakeholder journeys
ITIL® Product: Digital product lifecycle — discovery, design, build, operation
ITIL® Service: Digital service lifecycle — design, delivery, support
ITIL® Transformation: Organizational transformation and change management

Complete all four modules to achieve the ITIL® Managing Professional (Version 5) designation.
👉 Explore ITIL® (Version 5) certification pathways below

By the end of this course, you’ll be able to:

explain core ITIL concepts from an experience management perspective
describe how experience influences products, services, relationships, and journeys
understand experience stakeholders (consumers and providers) and the tensions between them
explain how experience integrates with the ITIL Four Dimensions of Product and Service Management
explain how experience is captured, measured, and governed using evidence, signals, and data quality criteria
understand the service journey from both consumer and provider perspectives
apply experience frameworks and the continual improvement model to enhance experience
understand how AI governance and digital ethics support experience management
explain how ITIL integrates with DevOps and PRINCE2 for value creation

This training is ideal for professionals who want to go beyond the fundamentals and focus on how experience drives value in digital products and services, including:

IT and Service Management professionals
Product Managers, Product Owners, and Experience Designers
Service Owners, Service Improvement Leads, and Process Leads
UX/CX professionals and Digital Experience roles
IT Operations, Development, and Delivery roles
IT Project Managers and Transformation Managers
Architects, Solution Designers, and Digital Leaders

It is suitable for:

ITIL® Foundation (Version 5) holders ready to advance their certification
ITIL 4 Foundation holders ready to advance to ITIL (Version 5) higher-level modules
Professionals focused on user experience, service design, and human-centred approaches

Prerequisite

ITIL® Foundation (Version 5) or ITIL 4 Foundation certification is required to take this course and exam.

What Skills Will You Acquire?

Experience-Driven Design Thinking

Learn to integrate human experience — emotions, trust, and behaviour — into how digital products and services are designed, delivered, and improved. Move beyond purely functional service delivery toward human-centred approaches.

Stakeholder Journey Mapping

Understand the service journey from both consumer and provider perspectives. Learn to map stakeholder journeys, identify experience frictions, and apply mitigation strategies across the seven steps of the service journey.

Experience Evidence and Measurement

Develop practical skills in capturing and assessing experience evidence. Understand the four experience domains (personal, functional, relational, contextual), data quality criteria, and direct, indirect, and synthetic capture techniques.

Continual Experience Improvement

Apply the notice–interpret–hypothesize–experiment loop to continuously improve experience. Understand how trust and psychological safety support experience improvement initiatives.

AI-Aware Experience Governance

Understand how AI benefits experience management, the role of AI governance and digital ethics, and how the ITIL AI Capability Model supports responsible experience management.

Choose Your Training Format

Option 1 – Self-Paced eLearning

💻 Learn anytime, at your own pace

Structured eLearning content
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

Training Options

Upcoming Live Training Schedule

Topics Covered

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

All PeopleCert Global Best Practice certifications, including ITIL® Experience (Version 5), need to be renewed every 3 years. You have two options to keep your certification current:

Option A — Pass any ITIL® exam

Taking and passing any ITIL® exam before your renewal date extends the validity of all your ITIL® certifications for another three years.

Option B — Collect CPD points with PeopleCert Plus Membership

With an active PeopleCert Plus subscription, you can renew by logging at least 20 Continuous Professional Development (CPD) points per year for 3 consecutive years. PeopleCert Plus also gives you access to industry insights, emerging trends, and best practices to stay current in your field.

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

Why Learn with AGILEPM HUB?

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® (Version 5) Certification Pathway

Looking for ITIL (Version 5) Managing Professional Modules?

Frequently asked questions

What is ITIL® Experience (Version 5)?

ITIL® Experience (Version 5) is an advanced ITIL certification that focuses on experience management — how human emotions, trust, and behaviour shape the perceived value of digital products and services. It teaches how to capture, measure, and improve experience across the full product and service lifecycle. It is part of the ITIL Managing Professional stream.

What is the difference between ITIL® Experience, ITIL® Product, and ITIL® Service?

All three are part of the ITIL Managing Professional stream but focus on different perspectives. ITIL® Experience focuses on how human responses shape value. ITIL® Product focuses on the digital product lifecycle from discovery to operation. ITIL® Service focuses on the digital service lifecycle from design to support. All three plus ITIL® Transformation are required for the Managing Professional designation.

Does ITIL® Experience (Version 5) cover AI and AI governance?

Yes. The course covers how AI benefits experience management, AI governance and digital ethics in experience management, and the ITIL AI Capability Model.

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

No. ITIL® Experience is an advanced module in the ITIL Managing Professional stream. You must hold either ITIL® Foundation (Version 5) or ITIL 4 Foundation 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, experience designers, team leaders, 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 the prerequisite for ITIL® Experience (Version 5)?

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.

What is included in the training package?

Each enrollment includes the official ITIL® Experience (Version 5) eBook, official Learner Kit, exam voucher (online proctored), and practice exam questions. Additional inclusions vary by delivery format.

How is the exam conducted?

The official PeopleCert ITIL® Experience (Version 5) exam is online proctored (available anytime, anywhere), with 40 scenario-based multiple-choice questions, 90 minutes duration (non-native English speakers receive an extra 25%), open book (official eBook only), and a passing score 70%.

Is the ITIL® Experience exam open book?

Yes. You may use the official ITIL® Experience (Version 5) eBook during the exam. The exam is scenario-based and tests application and analysis (Bloom levels 1–4), not just recall.

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 your ITIL certifications for three years) or by collecting CPD points through PeopleCert Plus Membership.

When will the eLearning be available?

Pre-orders are open now — course access will be activated automatically on the release date.

How long will I have access to the eLearning?

You'll have 12 months of access to the eLearning platform from the date of activation.

Can I upgrade from eLearning to Live Training?

Yes. You can upgrade to the Live Instructor-Led Training anytime by paying the difference in course fees (before your exam voucher is issued).

Do I need to take the Managing Professional modules in order?

No. There is no mandatory order beyond the Foundation prerequisite. You can take Experience, Product, Service, and Transformation in any sequence.

Do you offer group or corporate training?

Yes. We offer customized training options for teams and organizations, with flexible delivery formats and group discounts. Contact us at support@agilepmhub.com.

Is AGILEPM HUB an accredited provider?

Yes. AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO). Check our profile page at https://www.peoplecert.org/ways-to-get-certified/ato/agilepm-hub-2762171

Advance your career with flexible, practice-driven training in Product Management, Product Ownership, Service Management, and Project Leadership

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AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO) for ITIL® and PRINCE2® in Hong Kong.
You can check our profile page: https://www.peoplecert.org/ways-to-get-certified/ato/agilepm-hub-2762171