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ITIL® 4 Foundation Certification Training Course Accredited by AXELOS and PeopleCert

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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.

  • Flash Not Enabled We require Flash to be enabled for certain features of the site. To enable Flash, please follow these steps for your browser:
  • Buffering: We provide you with three (3) speed choices that you can select when watching a video.  If the video is buffering then the first thing you want to click on a slower speed option found at the bottom of the video window. Try clicking on Medium and Low and see if that allows the video to play without buffering. If it does not, please read through the rest of this FAQ and follow the steps outlined below.
  • Video will not play: In order to play our videos, you have to have Adobe Flash Player installed. If you click on the video and nothing happens, then you do not have Adobe Flash Player installed.  Click on this link to download and install it.
    • If you have Adobe Flash Player installed and your video is not playing, complete the following steps:
      • Go to your course page, select a video, and click play.
      • Once the video begins playing, place your mouse over the video and right click.
      • You will see the several links and the last link has the words “About Adobe Flasher Player xx.xx.xx” (version # you have).
      • Click here , where you will see your version and what is the latest version. You need to have the latest version installed.
      • If you do not have Adobe Flash Player, click here to download and install it.
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  • 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® 4 Foundation
5 min
01: Exam Tips
3 min
02: High-Level Service Management and Introduction
11 min
03: Key Concepts
7 min
Foundation Review Exercise 1
04: Services Defined
8 min
05: Service Offerings & Relationship
5 min
06: Putting it All Together
5 min
07: The Service Relationship Model
1 min
08: Axel Car Hire Example
6 min
09: Critically of Value
5 min
10: The Dimensions of Service Management
8 min
11: Information & Technology
7 min
12: Partners & Suppliers
7 min
13: Value Streams and Processes
6 min
14: ITIL’s Service Value System (SVS)
8 min
Foundation Review Exercise 4
15: SVS Components
6 min
16: Overview of ITIL’s Service Value Chain (SVS)
6 min
Foundation Review Exercise 5
17: SVS – Plan
3 min
18: SVS - Improve
2 min
19: SVS - Engage
3 min
20: SVS - Design & Transition
2 min
21: SVS – Obtain/Build & Deliver & Support
5 min
22: ITIL’s 7 Guiding Principles
8 min
Foundation Review Exercise 2
23: Start Where You Are
6 min
24: Progress Iteratively with Feedback
8 min
25: Think and Work Holistically
8 min
26: Optimize & Automate
5 min
27: Introduction to Key ITIL Practices
7 min
Foundation Review Exercise 6
28: General Management Practices
6 min
29: Continual Improvement
11 min
30: The Continual Improvement Model
9 min
31: Continual Improvement & Guiding Principles
3 min
32: Service Management Practices (SMP)
7 min
33: SMP Change Control
8 min
34: SMP Incident Management
8 min
35: Problem Management
12 min
36: SMP Service Requests Management
9 min
37: SMP The Service Desk
10 min
38: Service Level Management (SLM)
8 min
39: Information Analysis for SLM
4 min
40: Technical Management Practices
2 min
41: Conclusion
5 min
ITIL 4 Foundation Sample Exam 1
ITIL 4 Foundation Sample Exam 2
4 hrs 27 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
  • Candidate Syllabus
  • Assigned Reading
  • Class Assignments
  • Review Exercises
  • Exam Hints and Tips
  • Sample Exam 1
  • Sample Exam 2
  • ITIL 4 Foundation Training Plan
  • ITIL 4 Foundation Glossary
  • PMP PDU Information

Course Links

These links are activated when you purchase this course.

  • Course Survey


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, or print a course completion certificate.

Certificate of Completion

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 4 Foundation course is taught by Dr Suzanne Van Hove.  Suzanne is an ITIL Expert who brings years of practical experience and examples to the course to help you prepare to take and pass your ITIL 4 Foundation Exam.

Exam Overview

  • The ITIL Foundation exam is an closed book exam
  • It is 60 minutes in duration
  • If you are taking the exam in a lanuguage that is not your native or working language you may be awared 75 minutes in total
  • There are 40 multible choice questions
  • Passing score is 65% or 26 correct answers
  • Each question is work 1 mark

Online Exam Process

All exam orders are processed with PeopleCert within 24 hours Monday to Friday.  Once ordered you will receive an email from PeopleCert which includes a link for you to click on to register and select the day and time of your exam.

How to Prepare to Pass Your Exam

Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam.  In addition you will recive 2 AXELOS approved Sample Exams to test your knowledge and the official course syllabus.  Upon course completion you will receive a Certificate of Completion from GogoTraining.  In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.

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.