Training, exams and certification
Training, exams and certification
Forty questions, ninety minutes, open book, twenty-eight to pass. The newest subject in the scheme and the hardest to revise from memory, because it examines how people feel about a service — and asks you to treat that as evidence.
ITIL Experience (Version 5) covers human-centred and AI-aware design, and how trust, perception and value line up. Every figure below is published by PeopleCert on the certification’s own page.
| Questions | 40, multiple choice |
|---|---|
| Duration | 90 minutes |
| Pass mark | 70% — 28 correct answers out of 40 |
| Materials | Open book |
| Prerequisites | Any ITIL 4 certification, or ITIL Foundation (Version 5), or ITIL Foundation Bridge (Version 5) |
| Accredited training | Mandatory. An Accredited Training Organization or ITIL Official eLearning |
| Languages | Eight — English, Chinese, French, German, Italian, Polish, Portuguese (Brazil), Spanish. Japanese is not offered |
That last row is the one detail people get wrong. Service and Product are offered in nine languages; Experience is offered in eight. Japanese is the one missing.
Most of the syllabus is descriptive — what experience is, who holds it, where it shows up. One part of it is a method, and a method is what an exam can test repeatedly. PeopleCert names it as the approach to continual experience improvement:
| Notice | Something in the evidence does not match what you expected |
|---|---|
| Interpret | Work out what the evidence could mean, in context, before deciding what it does mean |
| Hypothesise | State the explanation you intend to test, not the fix you intend to ship |
| Experiment | Change one thing, observe, and let the result stand |
If a scenario question puts you in front of a survey result and four plausible responses, the option that jumps to a remedy is usually the wrong one. The syllabus treats experience data as something to be interpreted before it is acted on.
Areas six and seven are where the paper is won. Capturing experience is a measurement problem, and judging whether your evidence is trustworthy and coherent is a reasoning problem — both are testable in a way that “experience is a human response” is not.
Accredited training is part of the certification, not a recommendation. Experience requires an Accredited Training Organization or ITIL Official eLearning, and PeopleCert states that exam results will not be released without proof of completion.
ITIL Foundation (Version 5) is the only exam in the scheme you may prepare for alone. Above it the course is a gate on the result: the paper can be sat, but the score is held until the proof of completion arrives.
Experience is the module where candidates most often mistake agreement for knowledge. The material reads as sensible — of course you should understand your users — and sensible material is easy to nod along to and hard to answer questions about.
Learn the vocabulary precisely. Anticipation, perception and evaluation are three distinct stages in this syllabus, and questions turn on which one a scenario is describing.
Keep the four dimensions straight. They are the backbone of the drivers topic and they carry over from Foundation, where you already met them.
Rehearse at 135 seconds a question. Ninety minutes across forty questions, lookups included. Twelve wrong answers is the whole margin.
Yes. Accredited training or ITIL Official eLearning is mandatory, and the result is not released without proof of completion.
Twenty-eight correct answers out of forty. The published figure is 70%.
Yes. Experience is offered in eight languages including Italian — one fewer than Service and Product, as Japanese is not offered.
Any ITIL 4 certification, or ITIL Foundation (Version 5), or ITIL Foundation Bridge (Version 5).
Yes. Only Foundation and Foundation Bridge are closed book.
Not in the visual sense. It examines how experience is produced, captured, judged and improved across a service — and what AI changes about all four.
Sources. Every figure on this page comes from PeopleCert’s own published certification pages, checked in September 2026.
Experience cannot be self-studied: without proof of an accredited course your result is never released. GoToCertify will offer the official PeopleCert training that satisfies that rule. The eLearning package bundles the official eBook, the exam voucher, a learning resource kit, interactive eLearning and auto-marked sample papers. eLearning+ adds an official mock exam and a free re-take.
Not on sale on GoToCertify yet — we are setting it up. In the meantime the exam facts above are free to use.
