ITIL Experience (Version 5)

You will learn:

• explain core ITIL concepts from an experience management perspective
• describe how experience influences products, services, relationships, and 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.

• Product Manager
• Digital Product Manager
• Product Owner
• Head of Product Development
• Enterprise Architect
• Solutions Architect
• IT Delivery Manager
• Service Delivery Manager
• IT Operations Manager
• Portfolio Manager
• Chief Digital Officer

• Module 1: ITIL Foundation recap and Experience overview
• Module 2: Experience stakeholders and tensions
• Module 3: Experience and the Four Dimensions
• Module 4: Experience in the ITIL Product and Service Lifecycle
• Module 5: Capturing experience: evidence, signals, and quality
• Module 6: Service journeys: relationships, agreements, and stakeholder journeys
• Module 7: Continual experience improvement
• Module 8: AI, experience, and governance
• Module 9: ITIL and other frameworks

The course candidate must hold the “ITIL®4 Foundation” or “ITIL®5 Foundation” certificate. The certificate must be shown before taking the course.

Note: The certification test cannot be taken without prior participation in this accredited course.

The traditional separation between product and service silos has become increasingly difficult to sustain in fast-moving digital environments. ITIL (Version 5) recognizes the integrated nature of the product and service lifecycle by focusing on:

• End-to-end lifecycle visibility from discovery to support
• Integration of product and service management practices
• Optimization of value streams and flow
• Clear prioritization in environments of competing stakeholder demands

• The course is led by trainers with ITIL® Master certification, but also by experienced consultants with many projects of adoption and adaptation of ITIL® best practice in the environment of various organizations. Therefore, you will learn real practical experience on the course.
• OMNICOM team is part of the prestigious PeopleCert ITIL Development Group and co-authors of selected ITIL practices.
• The course contains several practical exercises that help the understanding of individual principles.
• We include innovative teaching methods in the courses, which allow a better understanding of the course content and increase the chance of successfully passing the certification exam.
• We are constantly improving the level of courses and lecturers – participation in professional associations such as itSMF and running the most extensive professional portal in the field of best practice allows us to keep improving.

The PeopleCert certification exam for obtaining the internationally valid ITIL® Experience certificate is included in the course price and takes place online at the date booked with PeopleCert.

The exam is in online form and consists of choosing the correct answers from the given options.

The exam consists of 40 questions, while at least 28 questions (70%) must be answered correctly for successful completion.

The exam is of the “open book” type.

Candidates should use the ‘ITIL Car Rental Scenario’ which gives background information that the questions apply to.

The length of the exam is 113 minutes (90 minutes for English native speakers).

The validity of the ITIL® Product certificate is 3 years.

Note: The certification test cannot be taken without prior participation in this accredited course.