ITIL® AI Governance
Customer experience. Build IT services that customers love.
Create IT services that customers love. ITIL® 5 Experience focuses on customer experience (CX), journey mapping, and value creation from a user perspective. Transform your IT department from a cost center into a strategic partner.
What You Get
- ITIL® 5 Experience Certification
- Customer experience and value creation
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Upcoming available dates
Target audience
ITIL® 5 Experience is for professionals who want to manage IT from a customer value and experience perspective.
Who is it 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 into a strategic business partner.
Typical roles in the course:
CX Managers: learn to map customer journeys and measure satisfaction.
IT Service Designers: apply design thinking to innovate IT services.
Relationship Managers: deepen knowledge for managing customer and supplier relationships.
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? On us!
Standard
42,900 CZK
In-person training or live virtual course with an accredited trainer from your home office.
- Certification
- Official eBook
- 5x8h of training
- Retake course TX
- Basic templates
- Take2 (Free retake exam)
- MasterClass courses & library
- Lifetime ITIL certificate
PeopleCert +
46,390 CZK
You manage IT services and clients need you. Get the best, without compromises.
- Certification
- Official eBook
- 5x8h with trainer
- Premium templates
- 2 sets of practice tests
- Free retake course TX
- Take2 (Free retake exam)
- 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
- Simulation of your environment
- Focus on specific problems
- One year support at TAYLLORCOX
Course schedule
Block length
90 minutes
Hours of instruction
40 hours
Refreshments
Included
Exam
Including exam
Course graduates gain advanced knowledge for managing customer experience and value creation according to ITIL® 5. They learn journey mapping, design thinking, CX metrics measurement, and organizational change management. The certification includes the official ITIL 5 Experience eBook.
The certification exam takes place on paper or online at an individual time after course completion. Candidates receive a voucher to schedule their own 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
Exercises – 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
Exercises – 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
Exercises – 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 with us
TAYLLORCOX is an official PeopleCert ATO (Accredited Training Organisation). With us, you have a guarantee of training and exams in the current valid version. The prestigious certificate and digital badge are included in the price. No extra costs. Plus:
Certification included in price
2 free practice tests included with training
Option to insure certification (guarantee)
Official exam can be taken as a mock exam
Certificate list
Valid:
Previous, expired:
Always up-to-date materials
The course includes everything and combines modern digital learning with a comprehensive PeopleCert ecosystem. This is the easiest way to obtain official ITIL certification in the Czech Republic and Slovakia. The course includes:
2x official practice tests and certification exam
Certificate in electronic form in English
Upon request, we arrange expert legal translation into other languages
It is also possible to purchase optional services:
Take2 - Exam insurance and free retake exam option in case of failure.
PeopleCert Plus Membership - Exclusive membership with access to digital resources, updates, Take2, and other benefits.
PeopleCert Exam Voucher Extension - Extend your voucher validity for another 6 months.
TAYLLORCOX Campus
The most modern training campus in the Czech Republic
With us, you don't pay for trial, you pay for results. A well-run course means that the vast majority of managers succeed on the first try. Top experts (Approved Trainers) with extensive experience contribute to this. 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 unbeatable accessibility
A range of innovations: simulations, robots, Apple Vision Pro
Certification success rate 98.9%
The exam format complies with the PeopleCert international standard and ensures fair, objective evaluation.
40 questions (scenario based)
Time limit 90 minutes
Minimum passing score: 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 way your professional qualifications will always remain current. Additionally, you get these exclusive benefits
Digital badge
Option to retake tests
Free practice certification exam
Sample templates, materials, and methodologies
Library with 150+ paid resources for free
Excellence is built by industry leaders
Only our trainers are Accredited Trainers & Consultants. We successfully implement what we teach.
Michal Bosko
Approved Trainer
Petr Valenta
Approved Trainer
Lukáš Adámek
Approved Trainer
Frequently asked questions
Do you have questions about the course or ITIL® certification? We've prepared answers to the most common ones.
Show more
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.
May be useful
Complete portfolio of methodologies for project, program, portfolio, and risk management. 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 special? They're not one-time events. People like coming back to us and keep our doors open.
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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