This page will be updated regularly, so always check back for any new FAQs.

FAQ 1 – The Lesson Videos will not play

If your Lesson Videos are not loading or playing correctly - please check the following:

A. Your Minimum PC Specification:

• Do you have all the necessary components to operate your portal?
• We recommend a Home/Office PC or Laptop running at least Windows XP or above, or alternatively a MAC computer, minimum specification of 128 MB (256MB recommended) RAM and a minimum of a 500MHz Processor
• Minimum Screen Size of 15” (17” widescreen or above recommended)
• Sound capability and speakers (or headphones) - to listen to Video tutorials
• Reliable Internet connection of at least 1.5 Mbps - to watch the video tutorials
• Internet Explorer 5.5 and above – or alternatively the *Firefox Browser
• Adobe Acrobat Reader 5 (or above) – to view PDF documents
• Adobe Flash Version 7 (or above) – to view and control the video tutorials

B. Internet connection:

• Do you have at least 0.5Mbps available (2 Mbps preferred) to stream and view video tutorials?
• Anything less than this will impact your ability to stream/view videos

C. Firewalls:

• Is a firewall preventing you from streaming/playing the videos?
• Check with a local support teams for information
• You must ‘allow’ www.itilclass.com through

D. Your Internet Browser:

• Try clearing your Internet Browser’s history and deleting any temporary files
• Try rebooting your computer after you have cleared your Browser’s file

FAQ2 – The Video Lessons are jumping/not playing properly

If your Lesson Videos are not playing correctly, please check the following areas:

• Internet connection – are you compliant with the minimum standards outline in your program guide?
• Firewalls – is there an organisational firewall that may prevent the videos loading? Check with any local support teams for information
• Internet browser history – you may need to clear your Internet Browser history or reboot your PC  

FAQ3 – I don’t know how to get back to where I left the training course

Navigating inside your training course is easy.  Once you have logged into your Learning Portal, you can use the Contents button to pick a Lesson, and then the Index button to find where you left off.

The first time you study the Lessons, you will be forced to go through them in order – Lesson 1 to Lesson 11.  This is to ensure you have completed all the Lessons before attempting the exam.

FAQ4 – I’ve forgotten my username/password

If you have forgotten your password or User ID, you can request a reminder using Forgot Login
Simply follow the prompts on screen.

If you require further assistance please Contact Us.

Contact Technical Support via Email

Our ITIL Training Online Support team are available to:

• Help you overcome any technical problems
• Offer advice and guidance on resolving access problems
• Provide assistance with logging in and general access issues

First - have you checked our support FAQs above?
The answer you need may be one click away!

Otherwise, please use the special Contact form below: