At the end of this course, you should be able to:

• 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

• Module 1: ITIL Foundation recap and Experience overview
• Module 2: Experience stakeholders and tensions
• Module 3: Experience and the ITIL 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

• Those interested in IT Service Management
• All IT Practitioners

This module requires the completion of:

• Any ITIL 4 certification or ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5)
• Training through an Accredited Training Organization or ITIL Official eLearning

Exam results will not be released without proof of completion.

• Please note that the Exam Bundle option is for learners re-sitting the exam.

Exam location and time: Paper based exam in our centre during last lesson

Exam Format: Multiple Choice, open book

Number of Questions: 40 Questions

Exam Duration: 90 Minutes

Passing Mark: 70%

Exam Fee: HKD4,800 included in the course fee

Official training material, ebook and sample questions in digital format.

• Great Learning is an ITIL® Accredited Training Organisation, students can further study to achieve ITIL higher level credentials and become ITIL Master.
• We are IT soft skill specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.
• Our students’ passing rate is over 90 %.