General ITIL FAQs
What are the different training options available?
The ITIL 4 Foundation and Managing Professional Transition modules can be done as an e-learning, virtual classroom, or physical classroom courses. The remaining modules are all available as virtual or physical classroom courses, and will also have an e-learning option added before the end of 2020.
How long is a classroom course?
The Foundation module is a two-day course, the Managing Professional Transition module is a 5-day course and the remaining modules are all run over three days.
How do I get recognised in ITIL?
To be recognised in ITIL you need to have achieved certification by taking an ITIL exam. There are various levels to ITIL certification, the level you achieve is dependent on your future career aspirations and current career level.
Do I have to sit the ITIL 4 Foundation exam in English?
The ITIL 4 Foundation exam is currently available in the following languages:
- English
- Brazilian Portuguese
- Chinese
- Dutch
- French
- German
- Italian
- Japanese
- Polish
- Spanish
Do I have to sit the ITIL 4 Managing Professional Transition exam in English?
The ITIL 4 Managing Professional Transition exam is currently available in the following languages:
- English
- German
- Japanese
E-learning FAQs
How can I access my e-learning course?
You will be sent an email with login details for our digital learning portal, and then all you need is an internet connection! We recommend a minimum size of a tablet when accessing our content on a mobile device - content will not display correctly on a mobile phone.
What's the difference between an exam code and an exam voucher?
The exam code is issued by ITILtraining.com and is valid for the same length of time as your e-learning licence. You will need your exam code to redeem your exam voucher.
The exam voucher is only valid for one month, and you will be issued with this once you have redeemed your exam code. You will need your exam voucher to book your exam.
How long is my ITIL exam code valid for?
Your exam code is valid for the same length of time as your e-learning licence.
How long is my exam voucher valid for?
Once issued the exam voucher is valid for a one month period. Therefore, please ensure you only redeem your code once you are in a position to book your exam.
How long will it take for my exam code to be issued?
Your exam code will be issued via email within 24 hours of purchasing your e-learning licence.
How do I redeem my ITIL exam voucher?
When you are ready to take your exam, enter your exam code into the box on our Redeem Your ITIL Exam Voucher page. Within 2 business days you will receive your exam voucher and full instructions on how to book your chosen exam.
How do I book my exam?
Full instructions on how to book your exam will be sent with your exam voucher.
What do I do if I lose my ITIL exam code?
Get in touch with us at contactus@ilxgroup.com.
What should I do if I fail my exam?
Please email exambookings@ilxgroup.com who will advise on the cost of a new exam voucher and how you can purchase it. Re-sit exam vouchers will be offered as online exams, not paper-based exams, and must be redeemed within two months of purchase.
Need more help or want to get in touch with us?
If you have any questions or need help redeeming your exam voucher, please get in touch with us at contactus@ilxgroup.com
Virtual FAQs
Which software does ILX use to run its virtual classroom?
ILX uses the GoToTraining application which must be installed on your computer. You will be provided with a link to the event two weeks prior to course commencement. When you click on the link, GoToTraining will automatically begin downloading.
Can I run a system check in advance of my course?
Yes, visit the GoToTraining site here https://support.logmeininc.com/gotowebinar/system-check-attendee. Run through steps 1 to 3 on the website - this will run a system check and allow you to join a test session. Finally, also test your audio, including headset or microphone and speakers.
Note: This pre-virtual classroom test session is required to ensure that you do not encounter any technical issues when you connect to our training. The test download is done through GoToTraining, and is designed to ensure that your system matches the software's requirements.
What are the technical requirements for ILX virtual training?
Desktop app
| Operating system |
Windows 7 - Windows 10 Mac OS X 10.9 (Mavericks) - 10.12 (Sierra) |
| Web browser |
Google Chrome v34 or later Mozilla Firefox v34 or later Internet Explorer v8 or later Microsoft Edge Apple Safari v6 or later |
| Internet connection | 1 Mbps or better (broadband recommended) |
| Software | GoToTraining desktop app JavaScript enabled |
| Hardware |
2GB or more of RAM Microphone and speakers (USB headset recommended**) Webcam (to use HDFaces) |
When will I receive my course material?
These will be shipped to your nominated address approximately two weeks prior, to arrive the week before course commencement. Please contact us if your course materials do not arrive by Thursday the week before your course is due to start.
Who should I contact if I haven't received my course material one week prior to course commencement?
Please email contactus@ilxgroup.com.
Do I need to use a headset during the training course?
We strongly recommend that all delegates use a headset as this will enhance the learner experience. It also removes the possibility of audio feedback.
On the day of my course, how long before the event should I log in?
We recommend that you log in at least 15 minutes prior to your daily start time. Technical support contact: email contactus@ilxgroup.com who will answer any questions and provide technical support for the duration of your learning.
I'm in Australia/New Zealand, what time will my course start?
We have joined these two geographic regions for virtual delivery, covering three different time zones, and therefore delegates may find that their training isn't at the standard start and finish times.
How will I take my exam?
You will take your exam online via remote proctor.
What are the technical requirements for taking my exam online?
You can review the technical requirements for online exams here. https://www.ilxgroup.com/uk/individual/online-exams
When will I take my exams?
ILX will arrange for an exam voucher to be issued to you two weeks prior to course commencement. You then have a choice you can either:
Book a suitable time after your virtual classroom event has finished to undertake your exam(s)
OR
We currently allocate exam time within the virtual classroom event. So that you can book directly, we will advise you of recommended exam timings as part of the candidate guidance - this is issued three weeks prior to course commencement
Who books my exam(s)?
You book your own exam at a date and time convenient to you. We appreciate some delegates want additional study time after the virtual classroom whereas others want to take their exams at the end of the event. This allows you to make your own decision and provides flexibility as to what works for you as an individual.
When will I receive my exam results?
For web-based exams, results are immediate, subject to final verification from the examination institute.
