• This course has been retired. Users who have purchased the course will still have access to it, however it is no longer available for purchase.

ITIL® 2011: Foundations - AXELOS, and EXIN Accredited Training

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 https://www.dotcom-tools.com/ping-test.aspx 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.
  • 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: https://www.mozilla.org/en-US/plugincheck/
  • 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
00: Course Introduction
6 min
01: Introduction to Service Management Part 1
15 min
02: Introduction to Service Management Part 2
23 min
03: Introduction to Service Management Part 3
13 min
04: Service Strategy Part 1
16 min
05: Service Strategy Part 2
16 min
06: Service Design Part 1
18 min
07: Service Design Part 2
14 min
08: Service Design Part 3
12 min
09: Service Design Part 4
18 min
10: Service Design Part 5
17 min
11: Service Design Part 6
14 min
12: Service Design Part 7
17 min
13: Service Design Part 8
14 min
14: Service Design Part 9
17 min
15: Service Transition Part 1
17 min
16: Service Transition Part 2
23 min
17: Service Transition Part 3
16 min
18: Service Transition Part 4
14 min
19: Service Transition Part 5
13 min
20: Service Operation Part 1
12 min
21: Service Operation Part 2
21 min
22: Service Operation Part 3
22 min
23: Service Operation Part 4
16 min
24: Service Operation Part 5
17 min
25: Continual Service Improvement Part 1
14 min
26: Continual Service Improvement Part 2
14 min
27: Competence and Training
15 min
Sample Exam A
Sample Exam B
7 hrs 24 mins

Helen Morris

Helen is an experienced consultant, trainer and service delivery manager focused on providing customer satisfaction and business benefits.

During a career spanning over 25 years, Helen has been involved in the design and presentation of Service Improvement programs and Service Management models to achieve significant improvements in customer satisfaction, quality of service, reduced costs and improved governance. She has been a program leader for regulatory affairs covering ISO/IEC 20000 / ISO 9001, and COBiT implementation.

Her experience as an educator over the last 18 years has provided an excellent background in mentoring and management for training and consultancy.

Helen has been a Presenter at the itSMF UK conference 2006 “Theory into Practice” - Cultural Change and at the itSMF UK conference 2010 “I can see clearly now…” - Process Implementation.

She is a regular columnist for the online ITSM Portal.


Course Materials

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

  • Student Guide
  • Exercise Guide
  • Exercise Answer Guide
  • Table 4.10
  • Table 6.2
  • Enlarged Slides Handout
  • Training Plan
  • Sample Exams (Updated 9/2/16)
  • Course Syllabus
  • ITIL Qualification Brochure
  • 2011 Summary of Updates
  • ITIL Glossary and Abbreviations

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits


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

ITIL® 2011: Foundations is Accredited by AXELOS and EXIN. As an Authorized Training Provider Accredited by AXELOS and EXIN, GogoTraining’s ITIL® 2011: Foundations course fully qualifies you to sit for the ITIL® Foundations examination given by EXIN. Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training so that you can sit for the official exam. Exams are provided by Accredited Exam Institutes.

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge.  At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam offered by an ITIL Exam Institute like EXIN.

The ITIL® Foundation Exam is a 40 question multiple choice exam and you may take up to 60 minutes to complete it. Each question will have four possible answers. There is only one correct answer for each question, and no negative marking. A passing mark is 65% or higher (26/40). 

When you pass your exam you will receive 2 credits toward your ITIL® Expert certification.

Tracking Credits

The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme.  Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.


EXIN offers all GogoTraining students a 10% discount on all online proctored exam for this course. You can register online, receive your 10% discount and take your exam any day or night that works for you. To purchase your exam, click here.

When you sign up for your EXIN exam you will receive an email that explains all the details of the exam.  Here is a link that provides a quick video, information on testing, your configuration requirements and activities for during/after the exam.


QA Forum

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