Category – ITIL®
Course Description
ITIL® Experience (Version 5) is intended to provide candidates with the guidance needed to create products and services that feel as good as they function, in alignment with the ITIL guidance. Τhe qualification also provides practical direction to help candidates align people, processes, and technology, creating user-centric, outcome-driven experiences.
ITIL Experience extends traditional ITIL by explicitly recognizing that value is shaped not only by functional performance, but by how people perceive, trust, and engage with digital products and services. The key shift is focusing on customer experience instead of service delivery. This approach integrates human emotions, behaviour, and trust with established ITIL concerns (reliability, cost, and performance) providing practical guidance for embedding experience thinking into everyday strategy, product, and service work
Course Objectives
At the end of this course, you should be able to:
- explain core ITIL concepts from an experience management perspective
- describe how experience influences products, services, relationships, and service journeys
- explain how experience is captured, measured, and governed
- apply experience frameworks and continual improvement to enhance experience
- explain how AI, DevOps, and project management integrate with ITIL for value creation
| Details | Information |
|---|---|
| Duration | 3 Days (24 hours) |
| Course Delivery | Classroom or Virtual Classroom |
| Languages | English |
Target Audience
The target audience includes ITSM managers, service delivery leads, IT operations professionals, Product Managers, Software Engineers and consultants seeking to update their knowledge of AI-enabled, digital-first practices.
Pre requisites
ITIL 4 Foundation or ITIL Foundation (Version 5)
Examination Details
| Questions | 40 questions |
| Type | Multiple choice |
| Passing Marks | 28 out of 40 marks required to pass (70%) |
| Duration | 90 minutes |
| Mode | Open book |
Course Coverage
-
- Module 1: Key ITIL terms and definitions
- Module 2: ITIL Experience
- Module 3: Capturing experience
- Module 4: Service journey
- Module 5: ITIL and AI
- Module 6: ITIL and other frameworks
Empowering Professionals
Quint Academy is one of the world’s largest IT training organizations. Worldwide, over 30,000 professionals choose Quint Academy every year. Since 1992, we have been successfully responding to the IT training needs of these professionals.
The portfolio of courses offered by Quint Academy is at the interface of business and IT, at the strategic, tactical and operational levels. The courses cover the entire spectrum of IT: Strategy, Business Information Management, Governance, Sourcing, Architecture, Innovation, Information Risk Management, IT Management, Lean IT & Agile, Portfolio Management, Program Management and Project Management. The curriculum of each course is aligned with the needs of the individual IT professional, from CIO to helpdesk co-worker. In our courses, we focus on imparting knowledge and know-how (hard skills) and we concentrate in particular on changing behavior and attitudes (soft skills).
Certificate
ITIL® Experience (Version 5)
Certificate Renewal
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.
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Please feel free to contact us or send your inquiry to info@quintconsultingservices.com, and our team will be happy to provide a suitable solution.
