Frequently Asked Questions

Section: Questions About the ITIL Foundation Exam

How can you offer the real ITIL Foundation exam online? How do I know this is not some sort of scam?

The exams offered on ITIL Prime are administered and proctored through ITIL Examination Institute CSME.  ITIL Prime is a registered affiliate of CSME.  Click here to view CSME's formal affiliate listing for ITIL Prime.   Since 2007, ITIL Prime has become one of the largest providers of online ITIL exam preparation services.  ITIL Prime is licensed and endorsed by the APM Group, ITIL's Official Accreditor, and our Silver Level endorsement can be found by visiting APMG's software endorsement page. 

What countries are eligible to register for the exam through ITIL Prime?

There is no restriction on countries when you register for the ITIL Foundation exam.  If you choose to take the exam in person, you can check here for a list of testing facilities in your country: CSME Testing Facilities  Or you may elect to take the exam from your personal computer using a CSME online proctor (included in price).

When I take the ITIL Foundation exam through ITIL Prime, is the certification the same as if I visited a testing center?

Yes.  The ITIL Foundation exam we offer online is identical to that at a testing facility, and is formally accredited and administered through ITIL Examination Institute, CSME.  The exam we offer is identical in content and recognition to the 'in-person' exam you would take if you were to visit a facility like Prometric.  Results are provided directly on screen to you following your exam, and you will be mailed a certificate within 10 days if you pass.

How can you legitimately offer the ITIL Foundation exam online?  I thought an exam proctor was needed to take the exam?

When you elect to take the ITIL Foundation exam online through ITIL Prime, a CSME proctor is included in the cost.  You are required to have a webcam when you take the exam, and our proctor will monitor your exam progress to ensure compliance.  Private training organizations have historically offered virtual methods of ITIL test taking to accommodate students in remote areas, and now we are offering it on a wider basis. 

Is the ITIL Foundation exam and certificate offered through ITIL Prime formally recognized by the ITIL Certification Management Board (ICMB)?

Yes.  Just like institutes such as EXIN and ISEB, the exam and certification we offer is formally recognized by the ITIL Certification Management Board (ICMB).  The ITIL Foundation exam we offer is formally administered and licensed by ITIL Examination Institute, CSME.  The ITIL Foundation certificate you receive is identical to the other ITIL Examination Institutes.

Can I really take the ITIL Foundation exam from my personal computer and achieve the ITIL Foundation certificate?

Yes.  Through our partnership with ITIL Examination Institute, CSME we are approved to offer the real ITIL Foundation exam online.  The only pre-requisite is that you must have a webcam.  If you do not have a webcam, you may use our exam voucher to take the exam at a worldwide CSME testing center. 

When I register for the ITIL Foundation exam through ITIL Prime, can I visit an actual testing location to take the exam?

When you register for your ITIL Foundation exam through ITIL Prime, you can elect to take the exam from your personal computer (with webcam).  Or you may visit one of thousands of CSME testing centers and sit for the exam in an actual facility.  Once you register to take the exam on our site, you will be provided with instructions on how to take the exam online or in-person.  If you choose to take the exam in person, you can check here for a list of testing facilities in your area: CSME Testing Facilities

If I take the ITIL Foundation exam online, how long does it take for me to find out if I passed? And how do I receive my certificate?

Upon completion of the ITIL Foundation exam from your personal computer or CSME testing facility, you will immediately be presented with your results by the testing system.  If you have passed, you will be mailed your actual ITIL Foundation certificate by CSME within 10 days (postal time may differ depending on destination).

What is the score required to pass the ITIL Foundation exam?

The score required to pass the ITIL Foundation exam is 65%.

Is the ITIL Foundation exam considered "tricky", or can it be desribed as straightforward?

Many test takers have described the questions on the ITIL Foundation exam as being slightly tricky due to the plethora of response combinations.  An example of a common ITIL question and response structure is demonstrated below:

Statement 1: An SLA is an agreement drawn up by the IT department which states what the customer may or may not do with his workstation.

Statement 2: A Service Catalog describes accurately and specifically the IT services that the IT department can offer a customer.

Which of these statements is correct?

A. Only the first statement is correct
B. Only the second statement is correct
C. Both of the statements above are correct
D. Neither of the statements above are correct

ITIL Prime contains similarly constructed question items in our APMG-endorsed practice exams.

Are there professional requirements one must fulfill in order to qualify to take ITIL Foundation exam?

At this time, only an examination fee is required to sit for the ITIL Foundation exam.  Further ITIL exams, such as the Practitioners and Managers certifications, have requirements which must be met prior to acquisition.

Does this site offer exam preparation for the latest ITIL V3 Foundation exam?

Yes.  ITIL Prime also offers exam preparation content for the ITIL V3 Foundation exam, covering the latest ITIL V3 Foundation syllabus (2009 Rev 4.2).  Our ITIL V3 exam preparation tools have been assessed and endorsed by the official ITIL accreditor, APM Group, and is also a fully licensed and compliant ITIL software tool.  Primary areas tested on are the 5 Service Lifecycle phases

* Service Strategy

* Service Design

* Service Transition

* Service Operation

* Continual Service Management

Institutes which administer this exam: CSME, EXIN, ISEB, APM Group, Loyalist. 

The latest version of the ITIL V3 Foundation exam is based on the ITIL Foundation syllabus (2009 REV 4.2).  The syllabus is available for download directly in our "About the ITIL Exam" section.

Section: Questions About our ITIL Bootcamp Course

After I purchase the online Bootcamp course, how soon does it begin?

Bootcamp courses are available on-demand, so you can access the course whenever you choose to.   Please allow 1 business day following purchase for us to finalize your new account.

What type of knowledge or job experience is required to purchase the online ITIL Bootcamp?

Bootcamp courses assume the student has zero knowledge of ITIL and its subject matter areas, and is designed to quickly ramp you up to a level of proficiency.

There are no professional pre-requisites required for the ITIL Foundation Bootcamp course.  Anyone can purchase the course.

I purchased the online ITIL Bootcamp course, what do I need to access it?

You can access the course using a web browser with the Flash plug-in. 

Is the Bootcamp course professionally accredited?

Yes, online Foundation Bootcamp courses are accredited by the ITIL Examination Institute, CSME.  Completion of the course grants the student 2 ITIL Expert credits.  The course is also recognized by PMI, and 18 PDU credits are granted.

Section: Questions About Our ITIL Practice Exams

After I take a practice test, can I print out the questions and answers for offline study?

Yes.  After each practice test, you can print out the questions, answers, and explanations. 

Will I be able to view my performance within each ITIL management area, as well as by each practice test I take?

Yes.  Because ITIL Prime tracks question performance by test, as well as by management / function area, your results will be calculated on both.  You will easily be able to view your real time performance for each area using the My Performance tab.

Do the online practice tests provided by ITIL Prime have a time limit?

Yes.  In order to provide as realistic a testing experience as possible, you are provided with time limits which mimic the real exam for each practice test. 

A timer will be displayed during the test at all times, to indicate how much time remains.

How can I be certain that the test questions and responses created by ITIL Prime are accurate?

Test questions available to ITIL Prime subscribers are created and maintained exclusively for this service by course trainers and ITIL certified resources who are subject matter experts in the field of IT Service Management.  All questions, answers, and explanations are reviewed by ITIL Prime team members for quality and accuracy before they are published.

How can I view my overall performance results for all tests that I've completed?

When you visit the My Performance tab, the first view you will see will be a chronological view of all your test scores.  This chart will indicate which tests were taken, in order, and will clearly plot their points along a graph.

Is it possible to review the results of specific practice tests I've taken in the past?

Yes.  By selecting  Review Your Results on Past Tests from the My Performance tab, you can select from all of the practice tests available in the system.  Depending on which tests you've completed, a comprehensive view of your results, including charted results, will display your performance.

After I take the real ITIL Foundation exam, how can I report my score to ITIL Prime?

ITIL Prime encourages its users to report their results from the real ITIL Foundation exam.  Users can report their results under the Account Status tab, or by visiting the Contact Us tab. 

ITIL Prime is very interested in hearing about your experience and results on the actual ITIL Foundation exam, and will keep your feedback 100% confidential. 

Can I view my test taking performance within each ITIL management area?

Yes.  As you take practice tests, ITIL Prime keeps track of your performance within each ITIL management / function area.  At any time, you can review your average performance when presented with specific subject matter, and are even provided with a Knowledge Ranking for each area.  The lower your Knowledge Ranking, the more study is recommended for a specific subject area. 

If I take the same practice test multiple times, will this be reflected in my performance reports?

All of your completed tests, regardless if they are repeats, will be tracked to give you a chronological performance trend.  

Additionally, performance measurements will also provide overall averages, as well as individual test taking results, allowing you to view your performance from multiple vantage points.

When taking a practice test through ITIL Prime, will I be able to mark questions for review, and return to them later?

Yes.  As with the real life testing environment, you will be able to mark questions which you are unsure of, and review the marked items prior to submitting each test for scoring. 

Prior to submitting any practice tests for scoring, you will be able to return to any question, regardless if it has been marked for review. If a question has been marked, this will be indicated as well.  The live timer will continue until you have submitted your test for calculation.

Do I need to download or install any special software in order to user ITIL Prime?

No.  ITIL Prime’s testing engine is designed to work  solely with your web browser, without the need for additional downloads, installations or plug-ins. 

Should I solely rely on ITIL Prime to pass the Foundation exam?

Although it has been reported by users that ITIL Prime was a critical component of their Foundation exam preparation, we recommend acquiring the appropriate study guides in addition to relying on our practice exams for best results. 

Because ITIL Prime identifies your aptitude in each ITIL management process, this information is very beneficial when choosing where to focus your offline studies.

Section: General Site Questions

What features will I have access to when I register for the ITIL Prime practice exam system?

By registering for ITIL Prime practice exams, you will have unlimited access to all features of the system for the full term of your subscription.  This includes all testing content, reporting and performance tracking, and premium support.

How can I tell when my account will expire?

Once you are logged in to the system, the Main Dashboard will indicate when your account expires.  Additionally, the Account Status tab will allow you to see this information as well.

What types of payment methods can I use to register my account for ITIL Prime, and is it secure?

Subscriptions are payable using all major credit cards, PayPal, or eChecks.  Additionally, we accept payments regardless of the country of origin.

Our payment handling is 100% secure and absolutely no payment information is stored following your registration. 

Is any of my personal payment information stored by ITIL Prime?

No.  Your payment information is used at the time of registration only, and is not stored by our system.

I lost my password and am unable to log in to my account.  How can I retrieve my login information?

The Forgot Password link (located in the top corner of the screen) will dispatch login information to the email address you registered with ITIL Prime.