Course Outline
ITIL® Experience (Version 5)
This is a 3 day, instructor-led course.
ITIL® Experience (Version 5) is intended to provide candidates with the guidance needed to create products and services that feel as good as they function, in alignment with the ITIL guidance. Τhe qualification also provides practical direction to help candidates align people, processes, and technology, creating user-centric, outcome-driven experiences.
ITIL® Experience (Version 5) is intended to assess whether candidates can demonstrate sufficient understanding, application, and analysis of the ITIL framework concepts, as described in the syllabus below, to be awarded the ITIL Experience (Version 5) qualification. ITIL Foundation (Version 5) is a prerequisite for all the ITIL (Version 5) higher-level qualifications, which assess candidates’ ability to apply their understanding of the relevant parts of the ITIL framework in context.
Upon successful completion of this course, you will have the skills necessary to:
• Create superior experiences and manage them holistically across their lifecycle
• Turn knowledge into practical action to address experience in all relationships and journeys
• Provide AI-native experiences while remaining human-centric
• Enhance experience approaches with digital and AI capabilities, responsibly and effectively.
Before attending this course, delegates must have attained one of the following certifications:
• ITIL® 4 Foundation examination
• ITIL® (Version 5) Foundation examination
This can be achieved by attending one of the following courses:
• ITIL® (Version 5) Foundation – 2 day course
or
• ITIL® (Version 5) Foundation – 3 day course
The exam is 90 minutes long with 40 multiple choice questions.
Delegates 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.
Follow on Courses
The following are recommended for further study:
• ITIL® Product (Version 5)
• ITIL® Service (Version 5)
ITIL® (Version 5) Transformation* (*To be released.)
Course Contents
Module 1: Key ITIL® terms and definitions
1.1 Key concepts of ITIL®
1.2 Key concepts of Experience
Module 2: ITIL® Experience
2.1 Service Stakeholders
2.2 Experience and the ITIL® Four Dimensions
2.3 Experience in the ITIL® Product and Service Lifecycle
Module 3: Capturing experience
3.1 Key concepts of experience capture
3.2 Experience evidence.
Module 4: Service Journey
4.1 Service relationships, agreements, and journeys
4.2 Organizations
4.3 Consumer stakeholders
4.4 Provider stakeholders
4.5 Digital experience improvement
Module 5: ITIL® and AI
5.1 Experience management in the AI context
5.2 AI Governance
Module 6: ITIL® and other frameworks
6.1 ITIL® and DevOps
6.2 ITIL® and PRINCE2®
Price per delegate
£1995
Scheduled Classes
Remote Access:
Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at info@indiciatraining.com
