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ITIL® V3 Service Operation Certification Training Special Offer! Accredited Course + Exam ONLY $595

Video Tip — Videos Are Best Viewed in Full Screen Mode

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.

  • Flash Not Enabled We require Flash to be enabled for certain features of the site. To enable Flash, please follow these steps for your browser:
  • 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: Course Introduction
6 min
01: Exam Tips
4 min
02: Service Management as a Practice
30 min
03: Overview of Service Operation (SO)
14 min
04: Exercise: ITSM and Failure
6 min
05: Service Operation Principles Part 1
24 min
06: Service Operation Principles Part 2
15 min
07: Monitoring and Control Part 1
13 min
08: Monitoring and Control Part 2
22 min
09: Common SO Activities Part 1
32 min
10: Common SO Activities Part 2
22 min
11: Exercise: ITSM Monitor Control Loop
2 min
12: Event Management Part 1
15 min
13: Event Management Part 2
18 min
14: Request Fulfillment (RF)
20 min
15: Request Fulfillment (RF) Part 2
11 min
16: Incident Management (IM) Part 1
29 min
17: Incident Management (IM) Part 2
17 min
18: Problem Management (PM) Part 1
18 min
19: Problem Management (PM) Part 2
14 min
20: Access Management (AccM) Part 1
12 min
21: Access Management (AccM) Part 2
11 min
22: Service Desk (SD) Part 1
13 min
23: Service Desk (SD) Part 2
16 min
24: Technical Management (TM)
11 min
25: IT Operations Management (ITOM)
8 min
26: Application Management (AM)
16 min
27: Organizational Structures
5 min
28: Implementation Considerations
12 min
7 hrs 16 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
  • Training Plan
  • Sample Exams
  • Course Syllabus
  • ITIL® 2011 Summary of Updates
  • PMP PDU Information

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, 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

GogoTraining's ITIL® 2011: Service Operation course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Operation exam. 

10% Off Your ITIL Service Operation Exam

Get your exclusive 10% discount when you purchase your ITIL Service Operation Exam from GogoTraining

PEOPLECERT's price: $399/Your Price: $359.  You Save $40.

All exam orders are processed within 24 hours Monday to Friday.  Once your exam is ordered you will receive an immediate informational email directly from PEOPLECERT which will include a link for you to register and take your exam.  if you have any questions, Contact GogoTraining.

How GogoTraining Prepares You to Pass Your Exam

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 given by PEOPLECERT.

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 to qualify to sit for the official exam.

Certification Requirements

To be eligible for the ITIL® Intermediate Qualification: Service Operation examination, candidates shall fulfill 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 and scheme
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
  •  It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination.

The ITIL® Service Operation exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

QA Forum

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