ITIL® 2007: Service Transition - APMG Accredited

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.

  • Buffering: We provide you with three (3) speed choices that you can select when watching a video.  If the video is buffering then the first thing you want to click on a slower speed option found at the bottom of the video window. Try clicking on Medium and Low and see if that allows the video to play without buffering. If it does not, please read through the rest of this FAQ and follow the steps outlined below.
  • Video will not play: In order to play our videos, you have to have Adobe Flash Player installed. If you click on the video and nothing happens, then you do not have Adobe Flash Player installed.  Click on this link to download and install it.
    • If you have Adobe Flash Player installed and your video is not playing, complete the following steps:
      • Go to your course page, select a video, and click play.
      • Once the video begins playing, place your mouse over the video and right click.
      • You will see the several links and the last link has the words “About Adobe Flasher Player xx.xx.xx” (version # you have).
      • Click here , where you will see your version and what is the latest version. You need to have the latest version installed.
      • If you do not have Adobe Flash Player, click here to download and install it.
  • 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 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:
  • 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: ITIL® Service Transition Online Training - Course Introduction
18 min
01: Introduction to the ITIL Lifecycle
23 min
02: Introduction to Service Transition
24 min
03: Service Transition Principles
19 min
04: Service Transition Processes Part 1: Transition Planning and Support
21 min
05: Service Transition Processes Part 2: Change Management Part 1
24 min
06: Service Transition Processes Part 3: Change Management Part 2
22 min
07: Service Transition Processes Part 4: Service Asset and Configuration Management
27 min
08: Service Transition Processes Part 5: Release and Deployment Management
25 min
09: Service Transition Processes Part 6: Release and Deployment Management Part 2
20 min
10: Service Transition Processes Part 7: Service Validation and Testing
23 min
11: Service Transition Processes Part 8: Evaluation
18 min
12: Service Transition Processes Part 9: Knowledge Management
18 min
13: Service Transition Common Operation Activities Part 1
23 min
14: Service Transition Common Operation Activities Part 2
13 min
15: Organising for Service Transition
15 min
16: Technology Considerations
22 min
17: Implementation and Improvement of Service Transition
27 min
18: Why Take the ITIL Service Transition Exam
7 min
19: ITIL Service Transition Exam Preparation: Part 1
13 min
20: ITIL Service Transition Exam Preparation: Part 2
12 min
21: ITIL ST Exam Preparation: Part 3
15 min
7 hrs 9 mins

Sue Southern

Sue is an independent consultant and trainer with exceptional customer focus for business improvement and service excellence. 

Her key skills include:

  • Service Management training
  • ITIL versions 2 & 3 process implementations and enhancements
  • Performance measurement with Balanced Scorecards for managing business performance and transformation
  • Customer perception measurement and management
  • The creation of courseware for ITIL, Performance Management and Perception Management
  • Effective interpersonal skills that afford rapid creation of relationships
  • Experienced seminar and conference speaker

Having earned an excellent reputation over more than 25 years, Sue is sought-after for her ability to meet objectives and her delivery to high standards.

Course Materials

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

  • Student Guide
  • Exercise Guide
  • V3 Sample Exam Papers
  • 2011 Sample Exam Paper 1
  • 2011 Sample Exam Paper 2
  • Training Plan
  • V3 Course Syllabus
  • 2011 Course Syllabus
  • ITIL Exam Information
  • ITSMF Overview
  • ITIL 2011 Summary of Updates

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL® Service Transition Certificate
  • Recommended ITIL® Books
  • ITIL® Glossary of Terms


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, or print a course completion certificate.

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

To be eligible for the ITIL Intermediate Qualification: Service Transition examination, the candidate must have fulfilled the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • There is no minimum requirement but a basic IT literacy and 2-4 years IT experience are highly desirable.
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination.

The ITIL Service Transition Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Service Transition transcript page.

When you pass your exam you will receive 3 credits toward your ITIL Expert Certification. This ITIL course also qualifies for 7 PDU credits.


You may take your ITIL exam through APMG.

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $150 and then authorize you to take the exam.