ITIL Experience (Version 5)

ITIL Experience (Version 5) provides structured, practical guidance in experience management foundations, stakeholders, personas, and context, journey mapping and...

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Customer & User ExperienceRegistration Open

Programme overview

ITIL Experience (Version 5) provides structured, practical guidance in experience management foundations, stakeholders, personas, and context, journey mapping and moments that matter. Participants learn how to apply ITIL concepts, practices, value streams, governance, measurement, and continual improvement to realistic digital product and service environments. The programme combines facilitated explanation, scenario analysis, group discussion, practical mapping activities, and exam-oriented knowledge checks so participants can connect the guidance with their roles and organisational priorities.

Programmes can be delivered via

HRD Corp Claimable

Yayasan Peneraju aligned

PeopleCert

At a glance

Course code: PC-006
Provider: PeopleCert
Category: Customer & User Experience
Status: Registration Open
Duration: 3 days
Price: RM 7,000

What participants should gain

Explain the concepts and activities associated with experience management foundations
Apply the concepts and activities associated with stakeholders, personas, and context
Design the concepts and activities associated with journey mapping and moments that matter
Evaluate the concepts and activities associated with human-centred and inclusive design
Improve the concepts and activities associated with trust, communication, and service interactions

Participant readiness

ITIL Foundation (Version 5), Foundation Bridge, or an eligible ITIL 4 certification
Practical exposure to digital products, services, operations, strategy, or transformation is recommended
Completion of accredited training may be required before the official examination

Who this course is for

IT service management, product, operations, support, and technology professionals
Managers, consultants, process owners, practice owners, and transformation practitioners
Professionals preparing for the associated PeopleCert certification or applying ITIL guidance at work

How the course is delivered

This programme will be conducted through interactive lectures, facilitator demonstrations, guided discussions, value-stream or practice-mapping exercises, scenario analysis, group activities, knowledge checks, and exam-oriented review. Activities are adapted to the selected ITIL module and connect the official guidance with realistic organisational situations.

This programme will be conducted through interactive lectures, facilitator demonstrations, guided discussions, value-stream or practice-mapping exercises, scenario analysis, group activities, knowledge checks, and exam-oriented review | By enquiry

Course outline

Module and topic breakdown

Module 1: Key ITIL Terms and Definitions

Key ITIL concepts

Module 2: ITIL Experience

Service stakeholders

Module 3: Capturing Experience

Experience capture concepts

Module 4: Service Journey

Service relationships, agreements and journeys

Module 5: ITIL and AI

Experience management in an AI context

Module 6: ITIL and Other Frameworks

ITIL and DevOps

Assessment and completion

Complete the accredited training or official eLearning requirement where mandated by PeopleCert.
Complete the official PeopleCert examination for the selected certification.
Certification is awarded subject to meeting the current prerequisite and pass requirements.

Availability

This programme has a public intake path. Use the enquiry form below to confirm the next available session or a private cohort.

Programme enquiry

Discuss pricing, delivery, or corporate customisation

Use this form to confirm availability, request pricing clarification, or discuss a private cohort for your organisation.