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ITIL Experience (Version 5) Certification Course
Course Duration - 2 Days
The ITIL Experience (Version 5) Certification is a globally recognized course designed to help professionals understand and manage digital experiences across modern service ecosystems. This course focuses on human-centered and AI-aware service design, enabling organizations to build trust, improve perception, and deliver measurable value throughout the service lifecycle.
In today’s digital economy, customer experience is a critical differentiator. This course equips learners with the knowledge to analyze, design, and continuously improve experiences across digital products and services. It bridges the gap between service management and experience management by integrating data-driven insights, stakeholder perspectives, and emerging technologies like artificial intelligence.
Whether you are an IT professional, service manager, or business leader, this certification provides the skills required to deliver meaningful and trusted digital experiences.
ITIL® training is provided by Cybrnon Pty Ltd TA HDAA, a PeopleCert accredited Training Organisation. Copyright © Cybrnon Pty Ltd TA HDAA and PeopleCert International Limited 2026.
Overview
Outline
Course Topics (Overview)
Who should attend
Delivery Methods
Overview
Overview of ITIL Experience Framework
The ITIL Experience (Version 5) framework provides a structured approach to understanding and improving experiences within digital services. It emphasizes the importance of human perception, trust, and value in shaping service outcomes.
The framework introduces a lifecycle-based approach to experience management, ensuring that every interaction—from initial engagement to long-term service delivery—is optimized for user satisfaction and business success.
Experience-Centric Approach
Unlike traditional service management, this course focuses on how experiences are formed, measured, and improved. It combines human psychology, service design, and technology to create seamless and impactful user journeys.
Outline
Course Outline
- Introduction to Experience Management in ITIL
- Understanding Human Experience in Digital Services
- Digital Experience and Value Creation
- Stakeholder Perspectives and Roles
- Experience Lifecycle and Service Journeys
- Experience Dimensions (People, Process, Technology)
- Experience Measurement and Capture
- Trust, Perception, and Value Analysis
- Continual Experience Improvement
- AI and Experience Management
Course Topics (Overview)
What You Will Learn
- Experience as a human response (perception, emotion, evaluation)
- Digital experience and its role in value creation
- Stakeholder perspectives and experience expectations
- Experience across the service lifecycle
- Experience dimensions (people, processes, technology)
- Experience capture and measurement techniques
- Trustworthiness and coherence in services
- Continual experience improvement using structured models
- Role of AI in shaping digital experiences
Who should attend
Target Audience
- IT service management professionals
- UX / CX professionals
- Digital product managers
- Business analysts and consultants
- Professionals involved in customer experience and service design
- Anyone looking to specialize in experience management
Delivery Methods
On-Line Computer-based Training
Online, computer-based self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes approx. 18 hours to complete.
- Learn virtually anytime, anyplace, and at any pace.
- Online training can be a cost effective means for employees to achieve certification, particularly for companies with remote employees or multiple office locations.
- Ramp up employees quickly. Courses can be activated in as short as 24 hours.
- Your on-line course includes the online certification exam.
- Once your online course has been activated, you have 12 months to access and complete the course and take the exam.
Virtual Instructor-Led Classroom
These scheduled courses provide students with live, instructor-led training delivered by an HDAA qualified trainer. Using web conferencing software, students interact with the instructor without ever leaving their desk.
- Live trainer delivering real-time training (not pre-recorded).
- Ask questions and interact with the instructor and other attendees.
- Participate in ‘breakout’ rooms for activities/small group discussions.
- Structured discussions facilitate networking and learning from real-world experiences.
- We are currently using Zoom as our primary training platform. Training participants, do not need to have a Zoom account. and the Zoom software does not need to be downloaded in order to attend the course. The session is completely private and secure and features end-to-end Secure Sockets.
On-Site Training / Dedicated Virtual Instructor-Led Training
HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points. Save money. With groups of four or more, this option can be very cost effective.
Classroom Public Training
Facilitated by an HDAA qualified trainer, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
- Maintain adequate coverage in your support center by staggering training dates.
- Focus on learning by being out of the office.
- Structured discussions facilitate networking and learning from real-world experiences.
WHY CHOOSE US
Exam Information
Online Course FAQ's
Cancellation / Transfer Policy
Exam Information
Exam Overview
The ITIL Experience (Version 5) exam evaluates your understanding of experience management concepts and your ability to apply them in real-world digital environments.
Exam Format
- Questions: 40
- Type: Multiple Choice
- Duration: 90 minutes
- Passing Score: 70%
- Mode: Online / Proctored
- Format: Open Book
Online Course FAQ's
How long do I have to complete my course?
Once your course is activated (usually within 1 business day of receipt of payment), you have access to the learning portal for 9 months. You can access the course as many times as you’d like in that 9-month period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.
What are the systems requirements for taking an online course?
You’ll need a continuous Internet connection with Windows® 11, Windows® 10 (Windows 10S and Windows 11S is not supported) or macOS High Sierra (10.13) onwards. Dual-core 2.4GHz CPU or faster with 4GB of RAM.
Can I retake my exam if I don’t pass?
Yes, exam re-takes are available by purchasing an on-line foundation exam voucher.
Can I extend my course or exam?
Yes. You may purchase a 12-month extension of your course. Exam voucher extensions must be requested prior to their expiry date.
What is included with my online course registration?
All course prices include the online training course and certification exam.
What is the cancellation policy for online courses?
Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
Who do I contact if I need support?
If you require support you can contact HDAA on: 1300 130 447
Cancellation / Transfer Policy
Public, Virtual and Onsite Course Cancellation & Transfer Policy
Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.
Clients cancelling their public or virtual course registration with less than three weeks’ notice will not be entitled to a refund.
No shows on public and virtual courses will pay full course rates.
Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.
Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.
Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.
Attendee name changes will be accepted up to the day prior to the course start date.
In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.
In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:
- To participate at a revised date specified by HDAA or
- A refund or
- A credit to that amount for future HDAA training.
To receive reimbursement or credit, please contact HDAA on 1300 130 447 to make appropriate arrangements.
On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.