ITIL® v5 Experience

On this ITIL® v5 Experience course, you'll focus on human-centric design and the management of customer, user, and employee experiences across the customer journey to create stakeholder value.

Led by expert instructors, this course provides you with the guidance you need to create products and services that feel as good as they function. The course will immerse you in ITIL practical guidance to help align people, processes, and technology and deliver user-centric, outcome-driven experiences.

At Firebrand, we are proud to be an official ITIL® Accredited Training Organisation (ATO). By studying with us, you will access official courseware, learn from certified instructors, and train in a distraction-free environment.

At the end of this course, you will sit the official ITIL® v5 Experience exam and achieve your certification, covered by the Firebrand Certification Guarantee.

On this course, you will learn to:

• Embed human-centred design: Build digital products and services shaped around real human responses and needs
• Integrate AI awareness: Understand how artificial intelligence impacts user perception, trust, and experience governance
• Manage stakeholder perspectives: Evaluate how different groups experience value across the service lifecycle
• Align trust and value: Connect digital experience metrics directly to overall organizational goals and customer satisfaction.

ITIL® and The Swirl Logo™ are registered trademarks of PeopleCert, used under permission of PeopleCert Ltd, 2026. All rights reserved.

This training course is designed for Strategy, Product, and Service professionals.

Module 1: Key ITIL terms and definitions

• Key concepts of ITIL
• Key concepts of Experience

Module 2: ITIL Experience

• Service Stakeholders
• Experience and the ITIL Four Dimensions
• Experience in the ITIL Product and Service Lifecycle

Module 3: Capturing experience

• Key concepts of experience capture
• Experience evidence

Module 4: Service journey

• Service relationships, agreements, and journeys
• Organizations
• Consumer stakeholders
• Provider stakeholders
• Digital experience improvement

Module 5: ITIL and AI

• Experience management in the AI context
• Ai Governance

Module 6: ITIL and other frameworks

• ITIL and DevOps
• ITIL and PRINCE2®

Our course includes approved courseware, labs, practice exams, as well as the voucher for the official ITIL® 5 exam.

At the end of this course, you will sit the official ITIL® v5 Experience exam at the Firebrand Training Centre, covered by the Firebrand Certification Guarantee.

• Duration: 90 minutes
• Format: Multiple-choice; open-book
• Number of questions: 40 questions
• Passing score: 28 out of 40 marks required to pass (70%)
• Domains:
  • Key ITIL terms and definitions (7.5%)
  • ITIL Experience (25%)
  • Capturing experience (20%)
  • Service journey (35%)
  • ITIL and AI (10%)
  • ITIL and other frameworks (2.5%)

Before attending this course, you must have successfully completed any ITIL 4 certification, or ITIL Foundation (Version 5).

Your course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply to online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass the first time or train again for free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Six reasons to sit your course with Firebrand Training

• Three training options. Choose between residential classroom-based, live online, or city-centre courses
• All-inclusive course. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. Our expert instructors cover exclusive additional materials not taught through the official curriculum
• You’ll learn faster. Chances are, you’ll have a different learning style compared to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 145,000 professionals

*For residential training only. Doesn't apply to online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

Are you ready for the course? 

Get access to free practice tests here:  Free Practice Test