ITIL® Experience (Version 5)

Length 3 days
Price NZD 2850 exc GST
Inclusions Exam voucher

Course overview

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Why study this course

ITIL Experience (Version 5) course is designed for professionals who want to design, deliver and manage product and service experiences in a way that prioritises the user experience.

Building on traditional ITIL, ITIL Experience integrates the human experience of usability into the design and delivery of digital products and services. It recognises that functionality needs to align to business objectives and value is derived from how products and services are perceived by the overall user experience.

ITIL Experience provides practical guidance for embedding experience-focused thinking into everyday strategy, product development, and service management, supporting business outcomes without compromising the User experience (UX).

Inclusions

A voucher for the ITIL 5 Experience Exam is also included.

Examination

The ITIL Experience (Version 5) examination is intended to assess whether you can demonstrate sufficient understanding of the concepts of the ITIL Framework and apply these concepts in a real-life situation.

To be awarded the ITIL Experience qualification, you must complete the examination:

Exam: 90-minute, 40 questions, multiple-choice administered by the examination body, PeopleCert.

This is an OPEN BOOK Exam with a passing mark of 70% (28 correct) required to receive your certificate.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

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What you’ll learn

By attending this course, it will prepare you for the examination leading to the ITIL® Service (Version 5) Certificate from PeopleCert.

At the end of your ITIL® Service (Version 5) course, you will be able to:

Understand the key concepts of the product and service experience
Explain the role of Experience in Service Management
Identify the stakeholder journey for providers and consumers
How to apply the service journey model to the design of experience
Analyse and propose practical improvements to common experience challenges
Capture evidence and interpret across multiple experience sources
Use the continual improvement model to enhance serives
Understand how AI, automation, and other frameworks (PRINCE2, DevOps) support and enhance experience management.

ITIL at Lumify Work

Lumify Work is an Accredited Training Organisation with Platinum Partner status for PeopleCert courses and certifications including ITIL. Most of our ITIL instructors have an expert level of ITIL certification in addition to practical real-world implementation and consulting experience in ITIL. We help you prepare not only for your ITIL certification exams, but also implementing ITIL successfully within your organisation.

View all ITIL at Lumify Work courses

Who is the course for?

ITIL® Service (Version 5) is for Individuals involved in the design, delivery and improvement of digital services. It is particularly valuable for those who want to better understand how user and stakeholder experiences influence the success of these products and services

Course subjects

KEY Concepts of ITIL

Understanding the ITIL guiding principals
Concepts of product and service management
Understand ITIL Product and Service Lifecycle
Understand the ITIL Four Dimensions
The components of the ITIL value System and
The Key concepts of experience management

The ITIL Experience

Examine Stakeholder roles
How experience integrates and influences the Four Dimensions of ITIL
How experience is involved in the product and service lifecycle
Key concepts of capturing, identifying and reviewing experience evidence
Understanding the Service Journey, agreements and its relationships
Digital experience improvement
ITIL and AI and how experience management can be a benefit
AI Governance supporting experience

ITIL Product and other frameworks

ITIL, DevOps and other frameworks working together

Prerequisites

Must hold a valid Certificate for either ITIL4® Foundation OR ITIL® Foundation (Version 5).

The ITIL® Foundation certification is a prerequisite for the ITIL (Version 5) Higher-Level qualifications

PeopleCert Exams

All PeopleCert exams are now conducted via online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.

To comply with PeopleCert requirements, Lumify Work cannot provide PeopleCert training courses (ITIL®, Lean Six Sigma, DevOps Institute, MoP®, M_o_R®, MSP®, P3O®, PRINCE2®, and PRINCE2 Agile®) without the corresponding official exam.

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Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.