ITIL® (Version 5) Experience Course - Including Exam

Course Code: ITIL5MP-E

Duration: 3 days

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Target Audience

This course is aimed at:

- Individuals continuing their journey in service management
- Strategy professionals
- Product professionals
- Service professionals

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Course Objectives

After you complete this course you will be able to:

• Enable the design, delivery, and continual improvement of meaningful digital experiences by embedding experience thinking into products and services.
• Connect decision-making to real-world outcomes, improving returns,  sharpening positioning, and strengthening executive alignment.
• Improve time to market by reducing rework and improving the relevance, usability, and satisfaction of what is delivered.
• Build trust by treating experience as an integral part of the service, making digital technology more human and reducing the frequency of issues.

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Course Content

Module 1: Key ITIL® terms and definitions

• 1.1 Key concepts of ITIL®
• 1.2 Key concepts of Experience

Module 2: ITIL® Experience

• 2.1 Service Stakeholders
• 2.2 Experience and the ITIL® Four Dimensions
• 2.3 Experience in the ITIL® Product and Service Lifecycle

Module 3: Capturing experience

• 3.1 Key concepts of experience capture
• 3.2 Experience evidence.

Module 4: Service Journey

• 4.1 Service relationships, agreements, and journeys
• 4.2 Organizations
• 4.3 Consumer stakeholders
• 4.4 Provider stakeholders
• 4.5 Digital experience improvement

Module  5: ITIL® and AI

• 5.1 Experience management in the AI context
• 5.2 AI Governance

Module 6: ITIL® and other frameworks

• 6.1 ITIL® and DevOps
• 6.2 ITIL® and PRINCE2®

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Course Prerequisites

The candidate must have passed one of the below certifications:

• ITIL® 4 Foundation examination
• ITIL® (Version 5) Foundation examination

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Test Certification

Recommended preparation for exam(s):

• ITIL® (Version 5) Experience

The exam is 90 minutes long, 40 multiple choice questions.

Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.

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Follow On Courses

The following courses are recommended for further study:

• ITIL® (Version 5) Transformation

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