Exams

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 (opens a .docx) 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 or CASM certificates?

If you took your DevOps, SRE, or Agile ITSM exam prior to July 1, 2023, 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’.

Exam Renewals, Extensions

Learners who are unable to sit their exam prior to it's expiration, may be eligible for a 6-month renewal for a valid exam voucher. Under certain conditions, ITSM Academy can assist with renewing/ extending your exam voucher. Once your voucher renewal has been purchased, please allow 1-2 business days for a the extension to be granted. Please visit our renewal page for more information or to purchase. 

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Exams & PEOPLECERT (ITIL, DevOps, Agile, SRE)

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.

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.

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. We recommend you test your system compatibility with the PEOPLECERT exam platform Exam Shield at least 24 hours before your exam (confirm 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 feel free to cc: class@itsmacademy.com. PEOPLECERT will contact you with a remedy.

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

Exams & Gauge (CPDE, ITSM4DO, VSMF and XLA)

Exam Registration Steps

Your instructor will provide a link on the first day of class that you will use to access both the sample and live exams.

What does "open book" exam mean?

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

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).

Web-based Exam Technical Requirements: https://www.itsmacademy.com/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.