ITIL® Experience (Version 5)
Technology is judged by how it feels, not just how it works. Earn your ITIL® Experience (Version 5) certification and learn to embed trust, AI governance, and human-centered design into digital products and services from a PeopleCert Gold Accredited Training Organization.
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ITIL® Experience (Version 5) Overview
Technology is judged by how it feels, not just how it works. Earn your ITIL® Experience (Version 5) certification and learn to embed trust, AI governance, and human-centered design into digital products and services from a PeopleCert Gold Accredited Training Organization.
Skills Covered
- Human-Centered Design Thinking: embed experience-led design into digital products and services at every lifecycle stage
- AI-Aware Service Management: understand how AI affects trust, perception, and experience, and how to govern it responsibly
- Experience Measurement & Evidence: use narrative and numerical signals to understand people's real response to digital services
- Continual Improvement Mindset: apply the notice–interpret–hypothesize–experiment model to drive ongoing experience improvement
- Stakeholder & Role Alignment: organise responsibilities for experience across stakeholders and service journey stages
- Value Co-Creation Focus: align trust, perception, and value to improve outcomes for users, providers, and the business
ITIL Certification Pathway
Foundation
Practice Manager
Managing Professional
You are hereStrategic Leader
Master
Benefits
ITIL certification is a sought-after requirement for professionals who want to master IT service management - and the roles it unlocks pay well above the all-occupations median.
Designation
Annual Salary
IT Support Specialist
$40,980
$61,860
$100,540
MinAverageMax
Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics (May 2025) - national 10th percentile / median / 90th percentile annual wages
Training Options
Choose the format that fits how you learn.
Preferred
On-Demand (Self-Paced)
Self-paced online learning
$1,095
- Self-Paced On Demand Access
- Official Exam Voucher Included
- 6 Months Access to Materials
- Learn at Your Own Pace
- Digital Course Materials
- Email Support
Live Online
Live instructor-led training
$1,795
- Live, Instructor-led Virtual Class
- Official Exam Voucher Included
- Take2 Re-Sit Option Included
- Office Hours Support
- Digital Course Materials
- Certificate of Completion
- Post-Training Support Until You Pass
Corporate / Group
Customized training for your organization
Contact Us
- Customized Training Content
- Flexible Scheduling
- On-site or Virtual Delivery
- Volume Discounts Available
- Dedicated Account Manager
- Post-Training Support
- Exam Vouchers for All Attendees
Exam Retake Voucher
Retaking this exam? Exam-only vouchers for previous candidates.
$514
- Official PeopleCert exam voucher
- For exam retakes only
- Previous exam voucher number required at checkout
- 12 Month Expiration
Best For:
Previous candidates who need to re-sit this exam
Upcoming Live Classes
Every session runs live online with an accredited instructor.
Sep 9 - Sep 10
Instructor: Chris Ward
$1,795
Don't see a date that works? Contact us - new cohorts run every month.
Course Curriculum
Course Content
Synced from the PassionIT LMS01Getting Started
- Accessing Your PeopleCert Materials
- Accessing Your PassionIT Materials
02Wrap Up
- Course Feedback
Meet Your Instructors
What Our Students Say
Real reviews from real students.
Frequently Asked Questions
What is ITIL Experience (Version 5)?
ITIL® Experience (Version 5) is an advanced specialist certification from PeopleCert that equips professionals with the expertise to embed human-centered and AI-aware design into digital products and services. It focuses on aligning trust, perception, and measurable value across the full service lifecycle. Launched in March 2026, it is part of the ITIL (Version 5) qualification scheme - the next evolution of the world's leading IT service management framework.
What are the prerequisites for ITIL Experience (Version 5)?
You need to hold ITIL Foundation (Version 5) or any ITIL 4 Foundation certification to enroll. No prior experience management or UX background is required - the course builds the necessary knowledge from first principles. Exam results will not be released without proof of the prerequisite certification.
Why is the ITIL Experience (Version 5) exam open-book?
PeopleCert designed the advanced ITIL (Version 5) module exams - including Experience, Product, Service, Strategy, and Transformation - as open-book. This approach supports a stronger focus on understanding, applying concepts, and making informed decisions in realistic scenarios, rather than memorising definitions. This mirrors how professionals actually work in complex digital environments.
How does ITIL Experience (Version 5) differ from ITIL Foundation?
ITIL Foundation (Version 5) establishes the core framework: the ITIL Value System, guiding principles, management practices, and the product and service lifecycle. ITIL Experience (Version 5) goes much deeper - it's a specialist advanced module focused entirely on human experience theory, digital experience design, AI governance, experience capture and measurement, and embedding psychological safety and trust into digital interactions. Foundation is the entry point; Experience is the specialist depth.
How does ITIL Experience (Version 5) relate to AI?
ITIL (Version 5) is AI-native by design, and the Experience module addresses this directly. It covers how AI affects trust, perception, and human experience, and how AI governance and digital ethics ensure responsible, transparent use of AI across digital products and services. This makes the certification highly relevant for organizations managing AI-enabled service environments in 2026 and beyond.
What happens if I don't pass the exam?
Your class is covered by our Guaranteed to Pass™ program. You can use PeopleCert's Take2 exam retake option, attend a second class for free, or access our on-demand version of the training. You can also schedule a one-on-one session with your ITIL instructor to work through any challenging areas. We are fully committed to your certification success.
How do I keep my ITIL Experience (Version 5) certification current?
Certifications are renewed every 3 years. You can keep your certification current by becoming a PeopleCert Plus member and logging Continuous Professional Development (CPD) points, or by completing another course from the same ITIL (Version 5) product suite before your renewal date.
