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Frequently asked questions

Pricing

How can the pricing be so competitive?


Firstly, we (ITSM Assist) do not carry the typical overheads which many training organisations incur, such as costs associated with managing dedicated training centres, etc., Therefore, with the exception of costs associated with the trainer's (instructor's) time and student course materials/exams etc., our cost recovery is significantly less compared with most. Secondly, being an Axelos/PeopleCert accredited training organisation (ATO) we purchase exams through PeopleCert based on an exclusive partner scheme. This is completely different to a member of the public purchasing directly from PeopleCert. Thirdly, we channel our time purely into ITIL and related-ITIL service activities. This is far more cost-efficient compared with trying to provide everything to everyone!




Does the price include the exam?


Yes, all certification courses include the official Axelos/PeopleCert exam as standard, plus a free exam resit (retake) - see "Exams" for more information about exams.




How can I be assured of securing the best price?


Firstly, our products/services are always priced extremely competitively compared with most. So, you can always be assured of securing a great price offering exceptional value for money. Secondly, in view that it is impossible to compare like for like it is not possible to offer a 'price match' gurantee. However, we will refund missed promotional opportunuties within 30-days from the date of purchase. Meaning, if you purchase a product/service from us and subsequently we publish the same product/service on promotion for a lessor price within 30-days from the date of your purchase, we will refund you the difference. Please note: you must however, inform us of such an event as it is not practical for us to administer this on your behalf.





Exams

How long are online exam vouchers valid for?


Online exam vouchers are valid for 12-months from the date of issue, and resit (retake) exam vouchers are valid for 6-months following the first exam. Please Note: with the exception of the exam resit included as standard, additional exam resits cannot be purchased separately.




Are online exam vouchers transferable?


Yes, online exam vouchers are transferable within the validity period. Please Note: exam resits (re-takes) however, are not transferable on their own, e.g. they must be accompanied with the first exam voucher.




Can exams be taken in paper-based format?


Yes, however paper-based exams are only available with "Onsite (Classroom)" delivered courses - see "Course Delivery". Paper-based exams are invigilated in the classroom following course completion (inclusive of the advertised price), typically on the last course day.




How are online exams invigilated?


Students taking online exams will require a computer with webcam facility (internal webcams are suitable) and internet connection. At the time of taking the exam, students will be prompted by a remote online proctor (invigilator) to fully rotate their computer (webcam) so that the online proctor can view the room accordingly. Students will be monitored throughout the exam. In addition, students will be required to download an app (exam shield) which is a quick and easy download (full instructions will be provided). This app is designed to temporary lock the computer to prevent access to other resources during the exam.




When and where can online exams be taken?


Students will redeem their online exam voucher via their PeopleCert portal (full details are provided), and from where the exam can be booked (scheduled) accordingly. Exams can be taken from any location (including from home) and on a preferred day and time. Normally exams can be booked as short as 48-hours in advance, and sometimes sooner than that.




When will I receive my online exam voucher?


Online exam vouchers are normally issued within 24-hours from the point of purchasing the course, and often sooner than that. Vouchers are sent to students via email directly from PeopleCert. The only exception to this rule is where it has been specifically requested by the customer to delay issuing vouchers.




Are the ITIL 4 Managing Professional (MP) and Strategic Leader (SL) exams open book?


No, the Managing Professional and Strategic Leader modules are all closed book exams.




What are the prerequisites for taking an ITIL 4 Managing Professional (MP) and/or Strategic Leader (SL) exam?


To take any of the ITIL 4 Managing Professional modules candidates must hold: a certificate in ITIL 4 Foundation or a certificate in ITIL 4 Managing Professional Transition For the Digitial and IT Strategy module (DITS), part of the Strategic Leader designate, in addition to holding the ITIL 4 Foundation certification, candidates must also be able to demonstrate a minimum of three year's managerial experience. For candidates who pass the ITIL 4 Managing Professional Transition exam will be granted the Managing Professional designation. They can take any of the individual modules if they wish to expand their knowledge further.




How are exam resits (retakes) managed?


If an exam resit has been included/purchased, in the event of exam failure, PeopleCert (the official Axelos examination institute) automatically issue another voucher accordingly. Resits are valid for 6-months from the date of issue.




What are the system requirements to take the exam online?


You will be required to download an application "ExamShield" in order to take your exam. This is a temporary download which prevents you from using other resources during the exam. Please also note the following: System requirements: you can check out the system requirements for windows here or for mac here Pre-test: Your can pre-test your computer in advance of taking the exam here Work Computers: If you will be using a computer provided by your employer (e.g. a work's computer) or taking your online exam in the workplace, it is advisable to consult with your systems administrator. This is to check that there are no firewall settings preventing you from downloading "ExamShield" or to request temporary access to "ExamShield".




How many credits/points are required to become eligible to take the ITIL 4 Managing Professional Transition exam?


Students who hold either ITIL v3 Expert/MALC certifications, or those who hold a minimum of 17 x ITIL v3 credits/points or alternatively, those who hold 15 x ITIL v3 credits/points plus ITIL 4 Foundation certification are eligible to take the ITIL 4 Managing Professional Transition exam.




Will the ITIL Managing Professional Transition exam come to an end?


Yes, the opportunity to transition (bridge) from ITIL v3 to ITIL v4 Managing Professional will come to an end. Axelos (the owners of ITIL) indicated back in Oct 2019 that this opporunity will last for 12-months however, this opportunity has since been extended. Axelos will provide 1-month notice prior to officially retiring this opportunity. Whilst not official, it is expected that the actual retirement date will be sometime during quarter 1 of 2021.




What does the ITIL 4 Managing Professional Transition course include?


The ITIL 4 Managing Professional Transition exam is typically a 5-day course covering ITIL 4 Foundation (FND), Create Deliver and Support (CDS), Drive Stakeholder Value (DSV), High Velocity IT (HVIT) and Direct, Plan and Improve (DPI). The practices however are not examinable as part of the Managing Professional Transition exam and therefore, not covered within course syllabus.





Course Delivery

What is a self-paced eLearning course?


eLearning courses are designed for students who want to adopt a self-paced approach and therefore, access the course on-demand 24x7 within the agreed access period. eLearning courses are made available in MP4-video (trainer presented) format, complete with online knowledge tests and mock exams etc. Students will access their eLearning course via a learning management system (LMS) where each student will be given their own personal portal login. eLearning courses come as standard with an official Axelos/PeopleCert online exam and a free online exam resit (re-take) - see "Exams" for further information on exams.




What is an Online (Live) course?


Online (Live) courses are delivered live by an accredited ITIL trainer (instructor) via an online (virtual classroom) platform. Students can therefore, attend class from the comfort of their own preferred location. Exams are taken online at a time of the student's choosing. Online (Live) courses are pre-scheduled, and where students will receive a unique link to join the course (online) accordingly. Students are required to download the Cisco WebEx guest app (this is a free, quick and easy download) unless however, students already have this app installed. Onlline (Live) courses come complete with an online exam and a free online exam resit (re-take). Company organisations should also see "Closed Courses". For further information about exams see "Exams".




What is an Onsite (Classroom) course?


Onsite (Classroom) courses are hosted at the customer's own premises (training centre). The trainer (instructor) will arrive to site to deliver the course accordingly complete with student courseware and exams etc. Student exams can either be online or paper-based. Online exams are taken from a location and on a day/time of the student's choosing. Paper-based exams however, are normally taken in the classroom on the last course day following course completion. See "Exams" for more information about exams.




What is a Closed course?


Closed courses are privately delivered courses on behalf of a company organisation exclusively. Meaning, "Onsite (Classroom)" courses are by default closed courses, and where the trainer (instructor) will arrive onsite to deliver the course accordingly. Please note: "Onsite (Live)" courses however, can also be assigned as "closed courses" based on either an agreed minimum number of attendees or a pre-agreed fixed price. Whilst Cisco WebEx is our standed remote access platform for "Online (Live)" courses, we can however, be assigned as the host on any in-house preferred platform accordingly.





Other

Who are Axelos and PeopleCert?


Axelos are the owners of ITIL and PeopleCert are the exclusive and appointed Axelos examination institute.




How can I establish peace of mind?


  • We, (ITSM Assist) are an Axelos/PeopleCert ITIL accredited training organisation and can be found on the Axelos/PeopleCert partner register.
  • All materials used are pre-approved by Axelos/PeopleCert.
  • ITSM Assist is a privately-owned registered limited company and can be found at "companieshouse"
  • Our impressive client base deomstrates credibility and capability to both prospective company organisations and individual students.
  • Prior to making a purchase you can either see our reviews on Truspilot here or attend one of our free online live introductions to ITIL 4 here, or request an online meeting directly with the trainer here.




Will the the opportunity to bridge to ITIL 4 Managing Professional (MP) be withdrawn?


Yes, the Managing Professional MP Transition exam is expected to be withdrawn around October 2020. Back in October 2019 Axelos (the owners of ITIL) stated that ITIL 3 Experts and those who hold a minimum of 17 x ITIL 3 credits will have 12-months to transition (bridge) to ITIL 4 MP. Axelos will give 1-month notice when they officially announce the actual withdrawal date.




Is there a bridging exam from ITIL 3 Foundation to ITIL 4 Foundation?


No, there is not a bridging exam from ITIL 3 Foundation to ITIL 4 Foundation. Those who are eligible to bridge from ITIL 3 to ITIL 4 must hold a minimum of 17 x ITIL 3 credits, when this enables the opportunity to take the ITIL 4 Managing Professional Transition exam. However, this opportunity is expected to be withdrawn around October 2020, and will likely co-inside when ITIL 3 will be discontinued.




Can payment be made directly by bank transfer and not via the website?


Yes, payment can be made directly by bank transfer. Here are the details to where online payments can be made (please make sure to include a reference to what the payment relates to, or contact us first to obtain such a reference): Bank: Natwest Sort Code: 53 61 11 Account Number: 61634530





ITIL 4 Certification Scheme

What are the ITIL 4 certification desginations called?


ITIL 4 Foundation (FND) I TIL 4 Managing Professional (MP) designation comprises of 4 modules:

  1. Create, Deliver and Support (CDS)
  2. Drive Stakeholder Value (DSV)
  3. High Velocity IT (HVIT)
  4. Direct, Plan and Improve (DPI)
I TIL 4 Strategic Leader (SL) designation comprises of 2 modules
  1. Digitial and IT Strategy (DITS)
  2. Direct, Plan and Improve (DPI) This is a universal module belonging both to the MP designate and SL designate.
ITIL 4 Master




How to become an ITIL 4 Managing Professional?


Candidates must be certified in ITIL Foundation and all four modules comprising of the Managing Professional (MP) designate




How to become an ITIL 4 Strategic Leader?


Candidates must be certified in ITIL 4 Foundation and both modules that comprise of the Strategic Leader (SL) designate.




Do candidates have to undertake training with a training provider or can they self-study?


Axelos (the owners of ITIL) has not mandated training for ITIL 4 Foundation, so candidates are able to self-study, although candidates are encouraged to attend an accredited training course to understand the new material. For all other modules, e.g. Managing Professional and Stratefic Leader designates training is mandatory to understand the new material.




Can I purchase the offical ITIL core publications?


Yes, these can be purchased from the official Axelos publishers (TSO) These publications comprise of: ITIL 4 Foundation ITIL 4 Specialist: Create Deliver and Support (CDS) ITIL 4 Specialist: Drive Stakeholder Value (DSV) ITIL 4 Specialist: High Velocity IT (HVIT) ITIL 4 Strategist: Direct, Plan and Improve (DPI) ITIL 4 Leader: Digitial and IT Strategy (DITS) Formats available: Hard copy PDF digitial copy eBook (available on platforms including: Apple Store, GooglePLay and Kindle) Annual Subscription: (available for single users or multi users)




What certification course should I take after Foundation?


Create, Deliver and Support (CDS): Part of the specialist Managing Professional (MP) designation, this certification course is aimed at those practitioners and leaders who design and manage the delivery and support of IT-enabled digital products and services. Drive Stakeholder Value (DSV): Part of the specialist Managing Professional (MP) designation, this certification course is aimed at those IT professionals who are responsible for managing and interfacing with stakeholders, and fostering relationships to gain value realisation. High Velocity IT (HVIT): Part of the specialist Managing Professional (MP) designation, this certification course is aimed at those practitioners working within or towards the delivery of digital products and services. HVIT will help anyone involved in digital services or working on digital transformation projects; and those working or migrating to Lean, Agile or DevOps ways of working or highly automated environments. Direct, Plan and Improve (DPI): Part of both the specialist Managing Professional (MP) and strategist Strategic Leader (SL) designations - this is a universal module. This certification course is aimed at those IT and Digital managers of all levels involved in aligning work to organisational strategy or developing a continually improving team or service. DPI will help anyone planning work, improving products and managing organisational change, and those responsible with interfacing with governance, risk and compliance. Digital and IT Strategy (DITS): Part of the strategist Strategic Leader (SL) designation, this certification course is aimed at those business directors, heads of department, aspiring C-suite professional and other business leaders across the organisation who are looking for guidance that will help them craft a digital vision, shapre IT and business strategy and drive organisational change.





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