ITIL® Version 5 Managing Professional – Experience (Training & Certification)

Design, measure & manage Customer and Employee Experience effectively

The ITIL® Version 5 Experience training within the Managing Professional stream teaches you how to strategically design, manage and continuously improve Customer Experience (CX) and Employee Experience (EX).
Experience is not treated as a “soft factor”, but as a measurable and controllable driver of value creation.

You will gain a deep understanding of how experiences are shaped throughout the entire Digital Product & Service Lifecycle, and how they influence perception, usage, acceptance and overall success of digital products and services.
ITIL Version 5 shows how Experience becomes an integral part of decision‑making, prioritisation and improvement initiatives.

A key focus is the connection between Experience, service quality and value creation. You will learn how expectations are identified, how experience data is evaluated and how feedback is translated into targeted improvements.
You will understand why Customer Experience and Employee Experience must be aligned to create lasting impact.

Beyond that, the course teaches how Experience can be made measurable, and how qualitative and quantitative insights can be incorporated into governance, steering and continual improvement.
The emphasis lies on transparency, consistency and consciously designed user and employee journeys across organisational boundaries.

After completing the course, you will be able to apply ITIL Version 5 Experience to create positive experiences, strengthen value creation and align services and products to user and customer needs.

Our experienced trainers will show you how to:

• design, manage & improve Customer and Employee Experience strategically
• understand how experiences evolve across the Digital Product & Service Lifecycle
• incorporate experience insights into decisions, priorities & improvements
• evaluate expectations and interpret qualitative & quantitative feedback
• connect CX, EX, service quality & value creation
• assess risks, dependencies & organisational factors influencing experience
• establish experience‑driven structures across teams & functions
• prepare effectively for the ITIL® Version 5 Experience exam

Your benefits at a glance

• modern, practical introduction to Experience Management under ITIL V5
• strong orientation towards measurable, value‑driven service design
• enhanced decision‑making through actionable experience insights
• clear connection between user needs, service quality & organisational value
• directly applicable knowledge for managers & service owners
• official PeopleCert certification included (exam voucher)

Course Contents

Foundations of ITIL® Version 5 Experience

• Experience as part of digital products & services
• decision logic, transparency & accountability
• the impact of CX/EX on usage, acceptance & performance

Experience within the Digital Product & Service Lifecycle

• planning, launching, operating & improving experience
• risks, dependencies & ethical considerations
• experience as a supportive, not replacing, factor

Governance, Risk & Compliance in the Experience Context

• managing experience‑related risks & uncertainties
• documenting insights & evaluation models
• integrating experience into governance & steering mechanisms

Organisational Embedding of Experience

• roles, responsibilities & communication paths
• interfaces between Business, IT, HR, Service Management & Compliance
• establishing organisation‑wide experience guidelines & structures

Practical Application & Case Studies

• embedding experience into value streams & services
• experience‑driven improvement cycles
• best practices for sustainable, measurable development

Target Audience

This course is ideal for:

• professionals & leaders responsible for Experience Management
• service managers & experience managers
• product owners & service owners
• CX/EX specialists
• roles across Business, IT, HR & Service Management
• leaders aiming to increase customer satisfaction, user acceptance & employee engagement

Prerequisites

• successful completion of ITIL® v3, ITIL® 4 or ITIL® Version 5 Foundation

Exam Details (expected – PeopleCert)

• Duration: 90 minutes
• Format: 60 multiple‑choice questions
• Passing score: 39 points (65%)
• Language: English
• Delivery: online via Web‑Based Exam Driver
• Exam voucher: valid for 12 months

Further exam information:
https://www.peoplecert.org/ways-to-get-certified/web-based-exam-driver-guidelines

Course Price

• Training: from €1,890.00 p.p. excl. VAT
• Learner Package: €529.00 p.p. excl. VAT
• Exam voucher: included

Notice

This course is delivered by SERVIEW GmbH.
ITIL® is a registered trademark of AXELOS Limited.
All rights reserved.