The ITIL® Experience (Version 5) course is provided by HPE Polska, an ATO of PeopleCert.
Overview
This course teaches you how to design and deliver products and services using ITIL Version 5 that are not only effective, but also genuinely satisfying to use. Aligned with ITIL guidance, it provides practical, experience-led direction to help organizations translate customer needs into user-centred, outcome-driven experiences—by aligning people, processes, and technology around what matters most to users.
This course prepares you to take the ITIL® Experience Version 5 examination. It includes all assessment criteria and an official PeopleCert exam voucher.
Audience
This course is ideal for professionals who design, deliver, or improve digital product and service experiences—with a focus on human‑centred, AI‑aware design, trust/perception, and continual experience improvement across the product and service lifecycle.
Objectives
After completing this course, you should be able to:
Explain core ITIL concepts from an experience management perspective
Describe how experience influences products, services, relationships, and journeys
Explain how experience is captured, measured, and governed
Apply experience frameworks and continual improvement to enhance experience
Explain how AI, DevOps, and project management integrate with ITIL for value creation
Konspekt
Module 1: ITIL Foundation Recap and Experience Overview
Key concepts of ITIL
Key concepts of experience
Module 2: ITIL Experience Stakeholders and Tensions
Service stakeholders
Key experience stakeholders including consumer and provider, agent, and principal
Both the consumer-side and the provider-side tensions
Module 3: Experience and the ITIL Four Dimensions
Experience and the ITIL Four Dimensions
Organizations and people
Partners and suppliers
Information and technology
Value Streams and process
Module 4: Experience and the ITIL Product and Service Lifecycle
Experience in the ITIL Product and Service Lifecyle
Explain how value chain activities create experience moments
Explain and differentiate functional and relational interactions
Analyze typical experience fictions
Apply stakeholder role mapping
Module 5: Capturing Experience: Evidence, Signals, and Quality
Key concepts of experience capture
Experience evidence
Module 6: Service Journeys: Relationships, Agreements, and Stakeholder Journeys
Service relationships, agreements, and journeys
Organizations
Consumer stakeholders
Provider stakeholders
Module 7: Continual Experience Improvement
Digital experience improvement
Apply the notice – interpret – hypothesize – experiment loop within the ITIL Continual Improvement Model
Differentiate improvements by the system versus improvements to the system
Explain the role of trust and psychological safety in experience improvement
Pokaż więcej
Wymagania
Prerequisites
Before attending this course, you should have:
ITIL® 4 Foundation or ITIL® Foundation Version 5 is required as the prerequisite for ITIL Version 5 higher‑level qualifications (including ITIL experience)
Accredited training is mandatory (via an accredited training organization or ITIL Official eLearning) before you can sit the ITIL® Experience exam
If you hold ITIL® 4 Foundation, PeopleCert provides an optional ITIL Foundation Bridge (Version 5) transition route (if you want to upgrade to ITIL® Foundation (Version 5).
W cenę szkolenia wliczono
Autoryzowane materiały szkoleniowe w formie elektronicznej bądź papierowej
Materiały szkoleniowe, notatnik, długopis
Kawa, herbata, słodki poczęstunek (w przypadku szkoleń stacjonarnych)
Obiad (w przypadku szkoleń stacjonarnych)
Firma NT GROUP Sp. z o.o. jest Autoryzowanym partnerem firmy HPE
Spółka posiada wpis do ewidencji placówek niepublicznych Nr ew. ES.VIII.4320-6/p.n./2003 wydany z upoważnienia Prezydenta Miasta Łodzi
Dofinansowanie
Zachęcamy do skorzystania z możliwości dofinansowania szkoleń oferowanych przez naszą firmę. Dostępne rozwiązania:
Wsparcie z Funduszy Europejskich (BUR) nawet do 85% na usługi rozwojowe dla przedsiębiorstw oraz osób indywidualnych.
Szkolenia dofinansowane z Krajowego Funduszu Szkoleniowego do 100% wartości szkolenia na kształcenia pracowników i pracodawców.
Skontaktuj się z nami,aby uzyskać więcej informacji. Oferujemy pełne wsparcie w tym procesie.
Zapraszamy!
Egzaminy
Certifications and related exams
This course prepares you for the following:
The ITIL® Experience Version 5 certification exam from PeopleCert
This course contributes to the ITIL® Managing Professional (Version 5) designation (together with ITIL® Product, ITIL® Service, and ITIL® Transformation qualifications)
This course also contributes to the ITIL® Master (Version 5) designation
The examination voucher is included in the course fee. Please note that the examination voucher and course materials are not available for purchase separately
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