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ITSM Academy

Exams

 

Many ITSM Academy courses are accredited certification courses.  While ITSM Academy is your education provider, exams are managed and delivered through Examination Institutes. Examination Institutes deliver certification exams and maintain certification programs for organizations such as AXELOS (the official accreditor of ITIL®), the DevOps Institute and CitrusCollab.

DevOps and Agile ITSM exams are managed by the DevOps Institute.

ITIL exams are managed by PEOPLECERT. 

Certified Process Design Engineer (CPDE) exams are managed through Gauge by Test.com.

eXperience Level Agreements (XLA) exams are managed by CitrusCollab. 

All About Exams

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Obtain Proof of ITIL Certification

Obtain Copies of DevOps and/or Agile ITSM Certification

CPDE: No Pre-Req Cert Required

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Register for Your Exam

Online Exams: Vouchers and Technical Requirement

Support & Privacy

Order a New Voucher

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Register in the Global Database

Request a Resit

Pre Exam

Many ITSM Academy courses require a pre-req certification.  When taking a certification exam that has mandatory pre-requisite(s), Exam Institutes will not release your results until you submit your pre-requisite certificate(s). For privacy reasons, ITSM Academy can not obtain a copy of a certification on the behalf of our learners.  You will need to work directly with the Examination Institute.

How can I get a copy or proof of my ITIL certificate(s)?

If you took your pre-requisite exam(s) with PEOPLECERT, they will have your results. You can view the certificates you have on file by accessing your account and clicking on ‘My Certificates’. If you took your exam(s) with another EI you will be asked to submit a copy of your prerequisite certificate (or evidence thereof) to PEOPLECERT.

  1. Click here to determine if your certificate is already listed on the AXELOS Successful Candidates Register. PEOPLECERT will accept your name on the AXELOS Successful Candidates Register in lieu of an actual certificate.

  2. If the needed certificate(s) is/are not listed in the Successful Candidates Register, use the following links to contact the EI that delivered your exam:

      • EXIN
      • Loyalist Certification Services (LCS) and Acquiros (formerly CSME) are no longer in business, learners receive a Confirmation Letter from AXELOS as proof of your certification:
        • Click here to determine if your certificate is already listed on the AXELOS Successful Candidates Register. PEOPLECERT will accept your name on the AXELOS Successful Candidates Register in lieu of an actual certificate, if not;
        • In order for AXELOS to identify you in their records for LCS or CSME, you must complete a Candidate Verification Form (by clicking those words, it opens a .docx for you) for your personal information to be matched.
        • Send the completed form to Accreditation@AXELOS.com, with ‘Loyalist’ or 'CSME' in the subject line. This will help them process your request as fast as possible.

How can I get a copy of my DevOps, CASM and/or CAPO certificates?

If you took your DevOps or Agile ITSM exam after December 1, 2019, DevOps Institute will have your results.  Please email support@devopsinstitute.com

If you took your exam(s) with PEOPLECERT, they will have your results. You can view the certificates you have on file by accessing your account and clicking on ‘My Certificates’.

If you took your DevOps Foundation exam with Loyalist Certification Services (who is no longer in business) contact ITSM Academy with dates and course title.  We will validate your information and forward the request to PEOPLECERT, who will reissue the DevOps Institute certification. 

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Exams & PEOPLECERT (ITIL)

How do I register for my PEOPLECERT exam? 

Create or access your PEOPLECERT account, click on ‘Register for an exam’.  The system will guide you through the steps, whether you are registering for a paper exam or scheduling an exam with your voucher.  Tip: Book your online exam early! You can always reschedule.  If you need assistance, contact PEOPLECERT or review this step-by-step guide.

How do I get a voucher for my online exam?

Your online voucher is ordered the week of your class and will arrive in an email from PEOPLECERT, with very important instructions. Tip: Check your junk mail folder. Ensure you are checking the email account used when you registered with PEOPLECERT (e.g., you may have used your personal, vs. work, email address).  If you don't have a voucher, you can order one here.

What are the technical requirements to take my online exam?

You will need a personal computer, access to the internet, and a webcam to take the exam. You can test your system for compatibility with the PEOPLECERT exam platform (Exam Shield) here, however, a majority of computers running Windows 7/8/10 or Mac OSX are compatible.

I don’t have a webcam to use for my online exam, what should I do?

We highly recommend taking your online exam using the Online Proctor.  The process is easy and preliminary results are available immediately after the exam (assuming you’ve satisfied any mandatory pre-requisites). Webcams through most retailers are inexpensive (usually around $15-$20). However, if you are not able to use the Online Proctor due to technical restraints, you can take your exam at a library or other approved location, contact PEOPLECERT to learn more.  As a last resort, we can assist in setting up a physical exam, but additional fees will be applied. After speaking with PEOPLECERT, if you feel that is your only option, contact ITSM Academy to discuss pricing.

The next available test day for my online exam is further out than I want, is there anything I can do?

Contact PEOPLECERT to determine if alternative dates and times can be made available.

There was an issue during my exam/the exam environment was not as expected. What should I do?

Problems during the exam are rare, however, if you do encounter a problem, please send an email to customerservice@peoplecert.com and cc: info@itsmacademy.com. PEOPLECERT will contact you with a remedy.

 

Exams & DevOps Institute (DevOps, Agile SM)

How do I register for my DevOps Institute exam?

Review these step-by-step instructionsThe examination are accredited, managed and administered under the strict protocols and standards of DevOps Institute.

How do I get a voucher for my exam?

For students attending Public/Corporate courses: Your voucher is ordered the week of your class and will arrive in an email, with very important instructions. 

For Independent Study: When you are ready to schedule your exam, simply reply to the email that included your Independent Study credentials, requesting the exam. We find the best rhythm is to request your exam voucher approximately 5 business days before you want to sit for the exam, as there are a finite number of exam slots available.

Tip: Check your junk mail folder. If you don't have a voucher, you can order one here.

What does "open book" exam mean?

Open book means unproctored, web-based and able to use your manual for the exam.

Are there course prerequisites?

While there are are no required course prerequisites for any of the DOI courses or examinations, to taking any of the DOI examinations.

What are the technical requirements to take my online exam?

You will need a personal computer and access to the internet to take the exam.  For more information, please see Exam Test Taker FAQ

All exams are timed. Refer to the individual courses for details. Additional details can also be found under the Exam Registration Steps tile for a given course on the ITSM Academy portal (myitsmacademy.com).

 

Exams & Gauge (CPDE and XLA)

Exam Registration Steps

You will receive an email during the week of class with a link and credentials for the exam.  The exam is launched through test.com.

Web-based Exam Technical Requirements: http://www.a-fel.co.uk?exam=tech-requirements

Need Help? FAQs and Contact Information: exams@itsmacademy.com

 

Privacy

I’m concerned about privacy. Why do the Exam Institutes require my personally identifiable information? Further, why do they need to see me during the exam?

The Exam Institutes and ITSM Academy are concerned about your privacy as well.  We we can assure you that once collected, this information is not distributed to any outside source, not even to ITSM Academy. Collected information, such as your Photo ID number to verify that it is you taking the exam, and not someone else, and also to ensure that no one but the people or organizations you choose can access your personal certifications. Visibility into your test space is required to ensure that there are no study aids or people that may aid with the exam within the vicinity. Keep in mind, these requirements are just like the ones you would have at a testing facility.

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Post Exam

How can I register my ITIL result in the AXELOS Successful Candidates Register?

You can opt to appear on the AXELOS Successful Candidates Register at the time you register for your exam. Through your PEOPLECERT account you can also choose to be added later by clicking ‘My Exams’ tab and ticking the box next to your exam in the Successful Candidates Register column.

I failed my exam, what are my options?

Learners who were not successful on their first attempt, purchase an additional voucher here. Once your voucher is purchased, please allow 1-2 business days for a new voucher to be allocated to you.