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Frequently asked questions


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).

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 thereffore, not possible to offer a 'price match' guarantee. 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 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.


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. Exam resits operate as follows; in the event of exam failure, if a resit has been included PeopleCert will automatically send another online exam vioucher accordingly.

Are online exam vouchers transferable?

Yes, unused online exam vouchers are transferable within the respective validity period. Note: exam resits (re-takes) however, are not transferable on their own (in isolation), they must accompany the primary exam voucher. For clarity, exam resits operate by the way of PeopleCert automicatically issuing another voucher code in the event of exam failure.

Can exams be taken in paper-based format?

Yes, however paper-based exams are only available with "Onsite (Classroom)" delivered courses (see Onsite). or where an approved PeopleCert invigilator is present. Paper-based exams are normally 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 (e.g. 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 a ITIL 4 Managing Professional (MP) and/or Strategic Leader (SL) exam?

Firstly, there is no MP or SL exam, these are designates. So, this means, students who beceome certified in all of the respective MP modules automatically become MP certified. The same for SL, if students become certified in all SL modules then these students automarically become SL certified. It should be noted however, that ITIL 4 Foundation is a prerequisite to progress through either the MP or SL certification modules. See the ITIL 4 certification scheme

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. This exam is a transition (bridging) exam for those who want to transition from ITIL 3 to ITIL 4. It should be noted that the opportunity to transition will finish July 2022.

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 in July 2022.

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 the course syllabus.

Course Delivery

What is a self-paced eLearning course?

These courses are designed for students who want to adopt a self-paced approach to study and therefore, access the course on-demand 24x7 within the agreed access period. Our 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) - learn more about our eLearning courses here

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 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). Onlline (Live) courses come complete with an online exam and a free online exam resit (re-take). Learn more about online live courses here

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.

What is a Closed course?

Closed courses are private (exclusive) courses. Meaning, "Onsite (Classroom)" courses are by default closed courses, and where the trainer (instructor) will arrive onsite to deliver the course accordingly. "Onsite (Live)" courses can also be assigned as "closed courses" based on either an agreed minimum number of attendees or a pre-agreed fixed price.


Who are Axelos and PeopleCert?

Dated 25th June 2021: PeopleCert International Limited ("PeopleCert") a global leader in exam delivery and certification in profressional and language skills, have just announced that they have agreed to acquire the entire share capitial of Axelos Limited ("Axelos"). Axelos was a joint venture company created in 2013 by the Cabinet Office on behalf of her Majesty's Government (HMG) in the United Kingdom and Capita plc., to manage, develop and grow the portfolio of best practice methodologies in project, programme and portfolio management, and IT and digitially enabled services, including PRINCE2 and ITIL.

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 (registration 07618216 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

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

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, or a minimum of 15 x ITIL 3 credits with ITIL 4 Foundation, which enables the opportunity to take the ITIL 4 Managing Professional Transition exam. However, this opportunity will be withdrawn JUly 2022.

What course modules make up the ITIL 4 certification scheme?

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 ITIL 4 Managing Professional (MP) certified?

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

How to become ITIL 4 Strategic Leader (SL) certified?

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

Do candidates have to undertake training with a training provider to take the exam?

Axelos (the owners of ITIL) has not mandated training for ITIL 4 Foundation, so candidates are able to use their own resources with a view of taking the exam although candidates are encouraged to attend an accredited training course to ensure accurate understanding. For all other modules however, e.g. those forming the Managing Professional and Strategic Leader designates, undertaking training with an accredited training provider is mandatory in order to take the exam.

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.