Overview
Understanding Human-Centred Digital Experiences
Learn how to design and manage digital products and services that build trust, improve engagement, and create meaningful user experiences across the lifecycle.
Ask the Expert
Discuss real service management challenges with accredited trainers experienced in modern digital and AI-enabled operating environments.
Get ITIL® Experience 5 Certified!
Build the knowledge needed to approach the ITIL® Experience (Version 5) certification exam with confidence and apply experience-focused practices in real digital environments.
Your ITIL® 5 Learning Journey
We at ITCE strive to deliver the best blend of learning materials and services to support you in your ITIL® 5 Foundation journey.
BEFORE
- Individual consultation and personal development plan
- Flexible pricing strategy for individual journeys or closed groups
- Pre-reading materials to kick-start your learning process
- Technical Support for the tools and platforms that we use
- Time blocking your calendar and providing a Digital Dashboard with course information and instructions
- List of benefits & Instructions on redeeming your exam voucher*
DURING
- Explain theory through real-life examples from practice
- 1 year access to group exercises based on your business cases
- Exam prep quizzes + tips and tricks
- 2 Mock exams
- Access to official PeopleCert training materials
AFTER
- Additional Exam Preparation Session
- Guidance on exam registration and exam booking process
- Online proctoring and support during the exam
- Credly Badge for course completion
- Exclusive access to latest ITIL® updates, ITCE webinars, and events for obtaining extra CPD points and keeping your certification current
- 5-year access to Official ITIL® publications & Learning management platform
*Note: Starting from December 1, 2023, all candidates are required to redeem their PeopleCert vouchers before the start of their training or on the first day of training at the latest.
Accreditation
ITCE is Accredited Training Organization for ITIL® Courses.
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Price Bundles
Certification Exam (included)
The total price includes the online proctored certification exam for the ITIL® Experience (Version 5) training (€415 excl. VAT*), an E-book and Official Training Materials.
*The price is valid for participants located within Bulgaria. For participants located outside of Bulgaria, an additional fee of 75 EUR (excl. VAT) is added to the final price due to differences in region pricing.
Take2 Re-sit Option
PeopleCert’s Take2 Re-sit Exam Option gives you the chance to retake an exam through online proctoring up to 6 months from the date of the initial exam at an affordable price of €44 excl. VAT.
Mock Exam Option
To ensure your solid preparation you can test your knowledge with the help of the Mock Exam Option which you can purchase for
€54 excl. VAT.
If you want to take advantage of the Take2 Re-sit Exam Option or the Mock Exam Option, make sure to order them in advance by contacting us.
What You’ll Learn
1. Experience, Trust, and Value Co-Creation
- Understanding experience as anticipation, perception, and evaluation
- Trust, engagement, and emotional response in digital services
- Value co-creation through user and customer experiences
- Stakeholder perspectives across digital journeys
2. Human-Centred and AI-Aware Design
- Human-centred design principles in ITIL
- Designing trustworthy and transparent digital interactions
- Psychological safety and emotional clarity in digital experiences
- Responsible AI and ethical experience design
3. Experience Across the Service Lifecycle
- Experience moments across lifecycle stages
- Functional and relational interactions in digital services
- Aligning customer, user, and employee experiences
- Experience-focused service journeys and touchpoints
4. Experience Drivers in Digital Services
- The ITIL Four Dimensions and experience management
- Organizations and people as experience drivers
- Information, technology, partners, and value streams
- Experience impacts across operational environments
5. Experience Measurement and Evidence
- Capturing experience data and signals
- Narrative and numerical experience evidence
- Trustworthiness and coherence in experience evaluation
- Experience metrics and measurement limitations
6. Continual Experience Improvement
- The notice–interpret–hypothesize–experiment approach
- Using feedback for service and experience optimization
- Improving trust, adoption, and user perception
- Embedding continual improvement into digital services
7. AI and Digital Experience Governance
- AI impacts on perception and trust
- Governance and transparency in AI-enabled services
- Responsible automation and decision-making
- Ethical considerations in digital experience management
8. ITIL Experience in Modern Digital Organizations
- Experience management in Agile and DevOps environments
- Cross-functional collaboration and service alignment
- Experience-driven value streams and operating models
- Aligning technology, people, and business outcomes
Instructors
As one of the pioneers of providing ITIL training in the region, ITCE has a significant experience in delivering training, coaching and consulting to many of the largest enterprises.
Our trainers are accredited ITIL® Trainers and have led hundreds of ITIL courses, in which most of the groups have achieved 100% success on the ITIL Foundation certification exam.
Emil Hristov
Service Delivery Manager @eu-LISA
Emil Hristov has over 17 years of experience in IT service management, technology operations, and project delivery. Emil holds certifications in ITIL® V4 Managing Professional, Google Cloud Architecture, and PMP® and is an accredited ITIL trainer.
Emil Hristov
Emil Hristov has over 17 years of experience in IT service management, technology operations, and project delivery. He currently manages large-scale IT systems with a focus on release and transition processes, ensuring operational stability and alignment with organizational goals.
In previous roles, Emil has successfully managed network and voice operations, led service delivery initiatives, and implemented process optimizations to enhance service quality and operational efficiency. His work in service management includes incident and problem resolution, service transitions, and change management, contributing to improved performance metrics and customer satisfaction.
Emil holds certifications in ITIL® V4 Managing Professional, Google Cloud Architecture, and PMP® and is an accredited ITIL trainer. His technical expertise includes telecommunications, cloud computing, and IT infrastructure.
Lyudmil Tsonev, Senior Talent Development Consultant at GTT
What I like the most during the training was the practical aspect of delivery. It was very well structured and prepares very well for the exam. Orlin was very positive and managed to capture my attention during the whole training. I think that the sepаration between the theoretical and practical aspect was very well structured.
Calendar
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21 – 22 Jun 2027
Frequently Asked Questions
What is ITIL® Experience (Version 5)?
ITIL® Experience (Version 5) focuses on designing and managing digital products and services that people trust, adopt, and value. The certification introduces human-centred and AI-aware approaches to experience management across the digital lifecycle.
Are there any prerequisites for attending the training?
To take the ITIL® Service (Version 5) certification exam, participants should hold either:
– ITIL® 4 Foundation certification
or
– ITIL® Foundation (Version 5)
What will I learn during the course?
You will learn how to:
– Design human-centred digital experiences
– Improve trust and engagement across digital services
– Capture and evaluate experience evidence
– Apply AI-aware and ethical design principles
– Support continual experience improvement initiatives
Is the course practical or theory-based?
The course includes practical scenarios, service management workflows, and real-world examples to help participants apply ITIL concepts in operational environments.
How is the exam delivered?
The exam is delivered online through PeopleCert and can be taken remotely with online proctoring.
Does this certification contribute toward higher ITIL qualifications?
Yes. ITIL® Service (Version 5) is part of the ITIL qualification scheme and contributes toward the ITIL Managing Professional designation.
Your Certification Journey Awaits!
Get more information on how you can get certified through online proctored exam vouchers. Boost your career prospects now!
