ITIL® Experience (Version 5)
Customer experience. Build IT services that customers love.
Govern AI responsibly in your IT organization. The ITIL® AI Governance module provides a framework for ethical, effective AI use in IT service management. Manage AI risk, ensure regulatory compliance, and integrate AI governance into your organization's strategic objectives.
What You Will Gain
- ITIL® AI Governance Certification
- AI governance and risk management skills
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Who It Is For
ITIL® 5 Experience is for professionals who want to manage IT from the perspective of customer value and experience.
Who It Is For:
For CX managers, IT service designers, relationship managers, and everyone with ITIL 5 Foundation who wants to manage IT from a customer value perspective. This module is for anyone who wants to transform their IT department from a service unit to a strategic business partner.
Typical Roles in the Course:
CX Managers: Learn how to map the customer journey and measure satisfaction.
IT Service Designers: Apply design thinking to innovate IT services.
Relationship Managers: Deepen your knowledge of managing relationships with customers and suppliers.
Why This Course?
Learn to build IT services from the customer perspective.
Map the customer journey and eliminate pain points.
Apply design thinking to innovate IT services.
Track NPS, CSAT, and other customer experience metrics.
Options
A certificate that advances your career. Exam? We cover it!
Standard
42,900 CZK
In-person or virtual training with an accredited trainer from the comfort of your home office.
- Certification
- Official eBook
- 5x8h of instruction
- Retake course TX
- Basic templates
- Take2 (2nd exam free)
- MasterClass courses & library
- Lifetime ITIL certificate
PeopleCert +
46,390 CZK
You manage IT services and clients need you. Get the best, without compromise.
- Certification
- Official eBook
- 5x8h with trainer
- Premium templates
- 2 sets of practice tests
- Retake course TX free
- Take2 (2nd exam free)
- MasterClass courses & library
- Lifetime ITIL certificate
Custom Training
Individual
Workshop for 5+ people. No boring theory. Immediate application in real situations.
- Everything from PeopleCert+
- Best price guarantee
- Your environment simulation
- Focus on specific problems
- One-year support from TAYLLORCOX
Course Schedule
Block Duration
90 minutes
Teaching Hours
40 hours
Refreshments
Included
Exam
Including exam
Course graduates will gain advanced knowledge for managing customer experience and value creation according to ITIL® 5. They will learn journey mapping, design thinking, CX metrics measurement, and organizational change management. Included in the certification is the official ITIL 5 Experience eBook.
The certification exam takes place on paper or online at an individual time after course completion. Candidates will receive a voucher with which they can book their final exam date.
09:00 – 10:30
Customer Experience Fundamentals
- CX in ITIL 5
- Value co-creation
- Stakeholder journey
10:30 – 10:45
Coffee Break
10:45 – 12:15
Journey Mapping
- Customer touchpoints
- Pain points
- Moments of truth
12:15 – 13:00
Lunch
13:00 – 14:30
Service Design Thinking
- Design thinking for IT
- Prototyping
- User research
14:30 – 14:45
Coffee Break
14:45 – 16:00
Exercise – journey map workshop
09:00 – 10:30
Demand & Relationship Management
- Customer engagement
- Demand shaping
- Portfolio view
10:30 – 10:45
Coffee Break
10:45 – 12:15
User Experience
- UX principles
- Self-service design
- Digital channels
12:15 – 13:00
Lunch
13:00 – 14:30
Feedback & Measurement
- NPS, CSAT, CES
- Voice of Customer
14:30 – 16:00
Exercise – feedback analysis
09:00 – 10:30
Workforce & Talent Management
- Skills framework
- Employee experience
- Culture
10:30 – 10:45
Coffee Break
10:45 – 12:15
Supplier & Partner Management
- Multi-vendor management
- Strategic partnerships
12:15 – 13:00
Lunch
13:00 – 14:30
Value Realization
- Benefits tracking
- Outcome-based metrics
- ROI
14:30 – 14:45
Coffee Break
14:45 – 16:00
Exercise – value stream mapping
09:00 – 10:30
Organizational Change Management
- Adoption strategies
- Communication
- Resistance
10:30 – 10:45
Coffee Break
10:45 – 12:15
Digital Transformation & CX
- AI-powered CX
- Chatbots
- Personalization
12:15 – 13:00
Lunch
13:00 – 14:30
Governance & Assurance
- CX governance
- Quality assurance
- Compliance
14:30 – 16:00
Complex scenarios
09:00 – 10:30
Complex Scenarios
- Multi-practice case study
10:30 – 10:45
Coffee Break
10:45 – 12:15
Exam Preparation
- Review
- Q&A
12:15 – 13:00
Lunch
13:00 – 15:00
Final Mock exam
Harmonogram kurzu
PeopleCert
Only the latest version of the certificate here
TAYLLORCOX is an official ATO (Accredited Training Organisation) for PeopleCert. With us, you have the guarantee of training and exams in the current valid version. A prestigious certificate and digital badge are included in the price. No extra costs. Plus:
Certification included in price
2 practice tests free during course
Option to insure your certification (guarantee)
Official exam can be taken as a mock exam
Certificate List
Valid:
Previous, expired:
Always Current Materials
The course includes everything and combines modern digital learning with a comprehensive PeopleCert ecosystem. This is the easiest way to earn an official ITIL certification in the Czech Republic and Slovakia. The course price includes:
2x official practice tests and certification exam
Certificate in digital form in English
Upon request, we will provide certified court translation into other languages
Optional services are also available:
Take2 - Exam insurance and option for free retake exam if unsuccessful.
PeopleCert Plus Membership - Exclusive membership with access to digital resources, updates, Take2, and other benefits.
PeopleCert Exam Voucher Extension - Extend the validity of your voucher by another 6 months.
TAYLLORCOX Campus
The most modern training campus in the Czech Republic
You do not pay for an attempt, but for results. A well-run course means that the vast majority of managers succeed on the first try. This is helped by top-class experts (Approved Trainers) with extensive experience. The learning environment is another guarantee.
In the center of Prague
On top with 360-degree views
The most modern campus in the heart of Europe
With unparalleled transport accessibility
A range of innovations: simulations, robots, Apple Vision Pro
98.9% Certification Success Rate
The exam format complies with PeopleCert international standards and ensures fair, objective assessment.
40 questions (scenario based)
Time limit 90 minutes
Minimum score to pass: 65%
Closed book – no open materials
Non-native speakers get 25% extra time
Test in English and Czech
PeopleCert Plus Membership
Unlock your potential with maximum certificates
PeopleCert Plus is an exclusive membership that allows you to extend your certification validity without having to take a new course and exam. This keeps your professional qualification current. Plus, you get these exclusive benefits
Digital badge
Option to retake exam
Free practice certification exam
Sample templates, materials, and methodologies
Library with 150+ paid resources free
Excellence comes from industry experts
Only our trainers are Accredited Trainers & Consultants. What we teach, we successfully implement.
Michal Bosko
Approved Trainer
Petr Valenta
Approved Trainer
Lukáš Adámek
Approved Trainer
Frequently Asked Questions
Do you have questions about course delivery or ITIL® certification? We have prepared answers to the most common ones.
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What will you learn in the course?
First and foremost, you will master a comprehensive project management system that will guide you through the entire lifecycle. From the initial idea to its successful closure.
How does the exam work?
You can take the exam immediately during the course in paper form, or at any time in the following days from the comfort of your home online. In the case of an electronic exam, we will provide you with an exam voucher with instructions.
How long is the certification valid?
The PRINCE2 7 Foundation certification (just like all other versions and levels) is valid for exactly 3 years from the date of issue. After these three years have passed, you have three options to keep your certificate "active":
Take the exam again: You retake the Foundation exam.
Progress to a higher level: You take the Practitioner exam (this automatically extends your Foundation certification by another 3 years).
Earn points (CPD): Through paid membership in the MyAxelos program, you will continuously record professional development activities (minimum 20 points per year for 3 years).
Important note: If you do not renew your certification, it will not disappear completely. You will still be in the register (Successful Candidates Register), but with a note that your certificate is no longer aligned with current requirements (not aligned with current requirements).
In what language are the materials and exams?
Both the course instruction and exam are available in Czech, English, and other major world languages.
Is it possible to finance the course through the Employment Office?
It is possible to complete a retraining program as a Project Manager, which is fully funded by the Employment Office.
Might Be Useful
Complete portfolio of methodologies for managing projects, programs, portfolios, and risks. Choose the area that matches your professional goals.
ITIL® 5 Experience
ITIL® 5 Unleash Your Potential
5 539 ratings
How Our Graduates Rate Us
What makes our references exceptional? They are not one-off events. People like to come back to us and do not close the door in front of us.
Veronika K.
15.05.25
The best training I have completed so far. Excellent response to questions.
Tomáš T.
06.08.25
The course was well structured, contained practical examples from practice that facilitated understanding of the theory.
Tereza M.
Management Solutions
28.10.25
Very beneficial course with practical examples from real projects. The instructor was able to answer all questions and explain everything with concrete situations.
Radek B.
20.09.25
Excellent experience! The course gave me new knowledge and skills in project management. The instructor was very experienced and was able to explain everything in an understandable manner.
Petr N.
10.07.25
Very professional approach, excellent materials, and outstanding instructor. I definitely recommend it!
Pavel S.
IT Consulting Group
05.11.25
Professional approach, quality materials, and excellent instructor. The course exceeded all expectations and I obtained my certificate. Thank you!
Monika P.
Business Excellence s.r.o.
01.10.25
Excellent course with a professional instructor. The materials were clear and the practical examples helped me better understand the PRINCE2® methodology.
Martin V.
Projektové řízení a.s.
15.11.25
Excellent course with practical examples. The instructor was very experienced and was able to explain everything clearly. I definitely recommend it!
Markéta H.
DXC Technology
25.09.25
Excellent instructor, nice presentation
Lucie N.
10.11.25
Great experience! The course helped me better understand project management and apply PRINCE2® in practice. I especially appreciate the practical workshops.
Kateřina L.
Projektové řízení a.s.
10.09.25
Professional approach and high-quality instruction. The course met all my expectations and I obtained the certificate. I definitely recommend it to anyone interested in PRINCE2®.
Jiří K.
15.10.25
The course was very well structured and contained everything needed for successful exam completion. I appreciate the interactive approach and practical exercises.
Jana S.
Tech Solutions s.r.o.
22.06.25
The course met all my expectations. Practical examples and an interactive approach helped me understand the PRINCE2® methodology very much.
Hana K.
20.10.25
Excellent practical examples from real life. I appreciate the interactivity and engaging approach. Plenty of space for questions, Eda is simply a professional in the right place. Thank you!
David T.
IT Solutions
25.08.25
Excellent course with practical examples and interactive approach. The trainer was able to answer all questions and explain everything using real-life situations from practice.
Anna R.
15.08.25
Great experience! The course helped me better understand project management and apply PRINCE2 in practice. I especially appreciate the practical workshops and quality materials.
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