ITIL® Experience (Version 5)

ITIL® Experience (Version 5) is an advanced specialist certification from PeopleCert that equips professionals with the expertise to embed human-centered and AI-aware design into digital products and services. It focuses on aligning trust, perception, and measurable value across the full service lifecycle. Launched in March 2026, it is part of the ITIL (Version 5) qualification scheme - the next evolution of the world's leading IT service management framework.

You need to hold ITIL Foundation (Version 5) or any ITIL 4 Foundation certification to enroll. No prior experience management or UX background is required - the course builds the necessary knowledge from first principles. Exam results will not be released without proof of the prerequisite certification.

PeopleCert designed the advanced ITIL (Version 5) module exams - including Experience, Product, Service, Strategy, and Transformation - as open-book. This approach supports a stronger focus on understanding, applying concepts, and making informed decisions in realistic scenarios, rather than memorising definitions. This mirrors how professionals actually work in complex digital environments.

ITIL Foundation (Version 5) establishes the core framework: the ITIL Value System, guiding principles, management practices, and the product and service lifecycle. ITIL Experience (Version 5) goes much deeper - it's a specialist advanced module focused entirely on human experience theory, digital experience design, AI governance, experience capture and measurement, and embedding psychological safety and trust into digital interactions. Foundation is the entry point; Experience is the specialist depth.

ITIL (Version 5) is AI-native by design, and the Experience module addresses this directly. It covers how AI affects trust, perception, and human experience, and how AI governance and digital ethics ensure responsible, transparent use of AI across digital products and services. This makes the certification highly relevant for organizations managing AI-enabled service environments in 2026 and beyond.

Your class is covered by our Guaranteed to Pass™ program. You can use PeopleCert's Take2 exam retake option, attend a second class for free, or access our on-demand version of the training. You can also schedule a one-on-one session with your ITIL instructor to work through any challenging areas. We are fully committed to your certification success.

Certifications are renewed every 3 years. You can keep your certification current by becoming a PeopleCert Plus member and logging Continuous Professional Development (CPD) points, or by completing another course from the same ITIL (Version 5) product suite before your renewal date.