EXIN ITSM ISO/IEC 20000 Specialist Accredited by APMG

Purchase Options
  • Delivery Type: The Course is taken online
  • Length of Access: 1 year
  • Features: 24/7 Access, Real Instructors, Classroom Materials and Exercise Guides. Exam Prep and Instructor Support.
$545.00 Add to Cart

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.
  • 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: 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
10 min
01: The Service Management System General Requirement Part 1
25 min
02: The Service Management System General Requirement Part 2
25 min
03: Establish and Improve is a Must!
25 min
04: The Service Management Plan
17 min
05: Deming’s Do
19 min
06: Check
28 min
07: Metrics and Reporting
21 min
08: Continual Improvement: Act on It
12 min
09: Design and Transition of New or Changed Services
30 min
10: All about Processes
20 min
11: Service Level Management (SLM)
24 min
12: Service Reporting
10 min
13: Service Continuity and Availability
35 min
14: Money Matters: Budget and Accounting
24 min
15: Capacity Management
18 min
16: Information Security
18 min
17: Business Relationship Management
28 min
18: Supplier Management
26 min
19: Incident and Service Request Management
30 min
20: Problem Management
25 min
21: Configuration Management
26 min
22: Change Management (Not Management of Change)
21 min
23: Release and Deployment
18 min
24: Exam Tips
8 min
9 hrs 3 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
  • Enlarged Slides
  • Exercise Guide
  • Sample Exam (2016)
  • Exam Requirements
  • Exam Preparation Guide
  • Case Study
  • ISO/IEC 20000 Certification Process Instructions

Additional Items Available for Purchase

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Mandatory Exercises and Review

ISO/IEC 20000: IT Service Management Associate Mandatory Exercises and Exercise Review

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.

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

ISO/IEC 20000: IT Service Management Associate is Accredited by AXELOS and EXIN. As an Authorized Training Provider Accredited by AXELOS and EXIN, GogoTraining’s ISO/IEC 20000: IT Service Management Bridge course fully qualifies you to sit for the ITSM Associate examination given by EXIN.

In order to sit  for the Associate exam, you must have:

  • Taken and passed either the IT Service Management Foundation based on ISO/IEC 20000 exam, or ITSM Foundation Bridge based on ISO/IEC 20000 exam and an ITIL® Foundation exam. 
  • To prepare for the Associate certificate, you will need to take this course and pass the Practical Exercise requirement
  • The Practical Exercise requirement can be purchased under the Materials tab. 

The certificate EXIN ITSM Associate is part of the ISO/IEC 20000 Qualification Program– a series of interlinked exams which are based on the various roles in IT Service Management. Once the Associate is achieved, there are two options: the IT Service Management Consultant Manager or the IT Service Management Auditor.

Details for the exam titled Associate in ITSM based on ISO/IEC 20000, # ITSM20AS are:

  • Number of questions: 60
  • Pass mark: 65% (39 out of 60)
  • Open book exam: no
  • Use of electronic devices permitted during the exam: no

For more information about the exam, go to the EXIN site.

Exam Locations:

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.

This course qualifies to provide you with continuing education credits in the PMI Schema.  To record your PDU's follow these steps:
  1. Go to https://www.pmi.org/
  2. Log in using your registered user name
  3. Go to myPMI, then select Report PDUs on CCRS
  4. Select Course or Training category
  5. Fill in all required information

QA Forum

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