ITIL® (Version 5) Experience

Overview

🕮 Off the shelf (OTS)

This module provides candidates with guidance to create products and services that feel as good as they function, aligned with ITIL® guidance. It offers practical direction to help align people, processes, and technology to deliver user-centric, outcome-driven experiences.

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®

The courseware and exam are currently only available in English. The exam is 90 minutes long, 40 multiple choice questions. Exam vouchers are provided with this course. These will have a validity of 12 months.

You will need to schedule your exams within this time frame.The candidate must have passed one of the below certifications:
ITIL® 4 Foundation examination
ITIL® (Version 5) Foundation examination
Recommended prerequisites:
ITIL5F - ITIL® (Version 5) Foundation - Including Exam
ITIL5F-2 - ITIL® (Version 5) Foundation (2 days) - Including Exam

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

The candidate must have passed one of the below certifications:
ITIL® 4 Foundation examination
ITIL® (Version 5) Foundation examination.

Successful completion of this course requires access an external online assessment. The online assessment platform may not be accessible from Civil Service department IT due to security restrictions. If you have any questions or believe you may be impacted by these restrictions, please contact support@governmentcampus.co.uk.

Please note – data may be processed in countries with adequacy agreements in place.