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ITIL® V3 Practitioner Certification Training

Video Tip — Videos Are Best Viewed in Full Screen Mode

What should I do if my video will not play?

There are many things that can affect the quality of your video so we have put together these instructions to help you review all the things that need to be tested in order to trouble-shoot video quality.

The first thing we want to assure you is that we have done everything possible to make sure that our videos will play well.  Our videos are hosted in the cloud by Akamai.  Akamai has servers around the world to make sure that your videos are sent from the server that is closest to you.  By hosting our videos with Akamai we make sure that you receive the highest video quality. If you are experiencing video buffering or freezing at home or at the office there are a number of things you can do to help us troubleshoot.

  • Popup Blockers: Please check to make sure that your pop-up blocker is turned off when you go to our website. This will prevent the video window from opening.
  • Your Connection Speed: Internet speed needs to be 2.0 Mbps upload and download to successfully watch the videos.  You will want to check and see if your connection speed is 2.0 Mbps or higher.  You can do this by clicking on this link and running a speed test.
  • Jitter and Packet Loss: Your Jitter rate lets us know if your connection speed is consistent while your Packet Loss rate lets us know if your internet connection could be losing pieces of the video.
    • Go to to determine if there is any Jitter or Packet Loss on your connection.
    • This is measured by a letter scale with A being the best.
      • If your Packet Loss is below a B, your connection is losing pieces of the video and causing the video to skip.
      • If your Jitter is below a B, your connection speed is very inconsistent and may be changing while you are watching the video which will result in buffering issues.
      • If either of these is the case you will need to contact your internet provider.
  • Ports: You will need to have ports 1935, 443 and 80 open. You can run a port test at this link.
    • If you are watching from work and those ports are not open, check with your IT department.
  • Shared Internet Connection: If you are on a shared internet connection, test playing videos during non-peak hours when usage by others on your network is low.
  • Reset Your Browser: If you've tried all the previous steps, your browser may be retaining data that needs to be deleted, and this requires a reset. If you are using Chrome, use the instructions in this link to reset your browser. If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset. If you are using Firefox, use the instructions in this link to reset your browser.
  • Other things to check:
    • At home or at work, test using different browsers and computers to see if you get the same result.
      • Make sure you have the latest version of the browser you are using.
    • If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset.
    • Try from a different location using a different network.
    • If you are on a wireless connection try a wired solution.
    • If you are on a home network:
      • Test playing the videos when you are the only user on the network.
      • Try by-passing your router to eliminate it as the point of failure. A direct plug from your ISP to your computer will take care of this and will make sure that neither your router nor other users are affecting your connection.
    • If you are running Firefox, you can check your plugins here:
  • Make sure you do not have any other programs open. File sharing and peer to peer sharing programs, even when limited to low bandwidth, can make it almost impossible to stream properly.
  • Tracking Progress on Mobile Devices: The GogoTraining site is designed to use the native player found in your browser. If you are taking your course on a mobile device and want to make sure your progress is tracked, then you will need to play the videos from the native player that is in your browser. Do not download any third party apps to play the videos as they do not allow your progress to be recorded. If you have installed a third party app and want to receive a Course Completion Certificate, then you will need to uninstall the 3rd party app or see if the app has the ability for you to disable it for certain sites.
  • Submitting Debugging Information If you have tried everything else and still are having trouble viewing the videos, you can visit this page where you can help us debug your particular setup by following the instructions on the page and submit the debugging information to us.
Video Title
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® Practitioner
6 min
01: Exam Tips
6 min
02: Introduction
22 min
03: Solutions to Exercises 1-3
14 min
04: ITIL V3 Guiding Principles
24 min
05: Solutions to Exercise 4
8 min
06: The Continual Service Improvement (CSI) Approach
29 min
07: Solutions to Exercise 5
16 min
08: Metrics & Measurements
34 min
09: Solutions to Exercise 6
11 min
10: Communication Benefits & Best Practices
27 min
11: Solutions to Exercise 7
12 min
12: Organizational Change Management
28 min
13: Solutions to Exercise 8
12 min
4 hrs 13 mins

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.


Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • ITIL® Practitioner Student Guide
  • Courseware Syllabus
  • Candidate Syllabus
  • ITIL® Practitioner Training Plan
  • Sample Exam 1 Papers
  • Sample Exam 2 Papers
  • ITIL® Practitioner Exercise Solutions
  • PMP PDU Information

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Practitioner FAQ's by AXELOS
  • ITIL Practitioner 9 Guiding Principles by AXELOS


This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

GogoTraining's ITIL® Practitioner course is Accredited by AXELOS and PEOPLECERT.  


Save 10% On Your ITIL Practitioner Exam Fee

Get your exclusive 10% discount when you purchase your ITIL Practitioner Exam from GogoTraining.


PEOPLECERT's price: $469/Your Price: $422.  You Save $47.

All exam orders are processed within 24 hours Monday to Friday.  Once ordered you will receive an immediate informational email directly from PEOPLECERT which includes the link for you to register to take your exam.  If you have any questions or would like to buy a more than one voucher at a time, Contact GogoTraining.


How GogoTraining Prepares You to Pass Your Exam

All GogoTraining ITIL courses come with a Training plan to help you learn the material and prepare for your exam, 2 sets of Official Sample Exams to test your knowledge and exercieses to help you master what you learn in the course.  In the ITIL Practitioner course you have 8 exercises that will take you 3 to 4 hours each to complete.  Taking the time to complete these exercises is critical to your sucess.


To receive the ITIL Practitioner certificate, you will need to achieve 70% or greater on the exam. The exam consists of 40 scenario-based multiple choice questions which must be completed in 2 hours and 15 minutes. The exam is OPEN BOOK, using ITIL Practitioner Guidance. Note the parameters for using the book:

  • The book can be annotated, i.e. candidates can highlight and they can also add tabs (tabulate it) to make reference to a specific section and easily move within the book.
  • You may make notes in the book.
  • You may also use an eBook copy of the AXELOS ITIL Practitioner book.  The eBook can be on a tablet or another adjunct device.
  • You may annotate in the eBook.  
  • If you do not own the book already, you will need to purchase it.  It is available from AXELOS and from book resellers like Amazon in hard copy and as an eBook.
  • GogoTraining is Accredited by AXELOS and PEOPLECERT.  

Exam Details

The exam is open book and you are required to own the ITIL Practitioner Guidance Book published by AXELOS.  In fact, it is highly recommended that you highlight key areas and mark key pages so you can refer to them in the exam (no written notes are allowed).  

This type of exam is very detailed and requires thorough study.  You will need to read the book, take this course, repeat and rewind the videos as many times as you need to in order to master the subject, do the exercises, and take the sample exams. You will want to give yourself plenty of time to become comfortable with the subject and that is why you are receiving one year access to the course and all the materials. This exam requires you to know how to incorporate the concepts you have learned and we want you to be fully prepared when you go to take it.

This is a serious certification and with this course you also receive practical guidance from Dr. Suzanne Van Hove.  Dr. Van Hove is a world-class expert in the area of IT Service Management.  She travels the world teaching and working with organizations to implement the principles of IT Service Management.  In addition to the videos and course materials you will have access to ask Dr. Van Hove questions using the online forum.  

The ITIL Practitioner Certification is worth 3 credits.


How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.


How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

QA Forum

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.