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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.
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.
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:
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:
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.
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.
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.
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.
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.
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 transition (bridge) to ITIL 4 Managing Professional (MP) be withdrawn?
Yes, the Managing Professional MP Transition exam will be withdrawn July 2022.
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):
ITIL 4 Certification Scheme
What are the ITIL 4 certification desginations called?
ITIL 4 Foundation (FND)
Create, Deliver and Support (CDS)
Drive Stakeholder Value (DSV)
High Velocity IT (HVIT)
Direct, Plan and Improve (DPI)
Digitial and IT Strategy (DITS)
Direct, Plan and Improve (DPI) This is a universal module belonging both to the MP designate and SL designate.
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.
Can I purchase the offical ITIL core publications?
Yes, these can be purchased from the official Axelos publishers (TSO)
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.