ITIL® v5 Experience

Code: itilexp

What you'll learn

On this accelerated 2-day 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.

In just 2 days, 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.

Audience

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

Curriculum

16 modules

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®

Prerequisites

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

Exam info

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

At the end of this accelerated 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%)

Course Dates

Sorry, there are currently no dates available for this course. Please submit an enquiry and one of our team will contact you about potential future dates or alternative options.

FAQs

4 Questions

Yes, we do provide courses suitable for beginners. However, Firebrand's accelerated courses aren't easy and it's essential that you are interested and actively pursuing a career in IT.

Traditional training providers usually run their courses from 9am to 5pm. At Firebrand Training we maximise the number of learning hours to minimise the number of training days, so you’ll be back to your job as quickly as possible. You don’t waste time travelling to several courses and finding an exam centre after that.

Firebrand's accelerated courses are constantly reviewed. We ask our delegates for feedback after every course. We are official partners with leading vendors and therefore, we're provided with certification changes and updates, which we can then implement in our course delivery at a very early stage. This feedback is then analysed in view of changes or discrepancies. We will then address the topics mentioned and have a panel of subject matter experts provide us with valuable suggestions for improvement and solutions.

If you need to learn new skills and you want to be able to put them into practice quickly, then Firebrand is the right training company for you.

Our unique accelerated training method means that we are your fastest way to learn. By delivering training for up to 12 hours per day, seven days per week, with exam centres on-site, we ensure that you are trained and certified quicker than anywhere else, having spent less time out of the office away from the day job.

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