ITIL® (Version 5) Experience – Including Exam

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®