Student Support & FAQs

Find a quick answer by checking our most frequently asked questions or contact our team directly using the button below!

Course Content & Features

How long do I have access to the online training materials?

When you purchase a course from Good e-Learning, you will have a set number of months to access the course material. This period will begin at the point of purchase.

You will have access to all course materials for either 3, 6 months or 12 months, depending on the course and certification level:

  • Awareness level - 3 months access

  • Foundation level - 6 months access

  • Practitioner level - 12 months access

If you would prefer to defer your start date or find out when your course license will end, please contact the Good e-Learning Support Team.

How much study time does each course require?

The minimum amount of study time required for your course will depend on the course itself (the precise number can be found on the course page):

  • Enterprise Architecture courses range from having four hours of course material to having over 47 hours (TOGAF Combined Suite)

  • IT Service Management (ITSM) courses range from having 16 hours of course material to having over 250 hours (ITIL Expert Suite)

  • Digital Transformation courses range from having six to 17 hours (IT4IT Foundation) of course material

  • Business Process Modeling (BPMN) course offers seven hours of course material

  • Quality Management courses range from having five hours of course material to having over 78 hours (Six Sigma Green Belt)

Please visit the Good e-Learning course portfolio for further course information.

How do I download my completion certificate?

You can download a PDF of your course completion certificate from your Learning Ecosystem login page.

To download your completion certificate, follow these steps:

  • Log in to the Learning Ecosystem

  • Move the mouse to the menu bar on the left-hand side and select the menu button

  • Four options will appear. Select 'My Activities'

  • In the My Activities section, select 'Courses'. The course which you completed will be shown under the 'User Status' column

  • The course which is completed should have a certificate icon showing after the 'Score' column

  • Click the certificate icon and a PDF file should appear for you to download

What courses do Good e-Learning offer?

Good e-Learning offers a range of courses on many of the world’s most popular corporate standards and frameworks, including:

Mobile Course Access

How can I get the mobile app?

You can download the "Go.Learn" app in the App Store or on Google Play depending on the operating system of your mobile device.

The app allows you to access the learning platform directly from your mobile devices. Through the app, you can easily attend courses, complete training material, and view various assets and channels.

How can I play my course?

Once the app is installed, simply tap on the app's icon to launch.

On the first page, insert your learning platform's URL in the Platform URL text box (please note that the URL of your platform and your Mobile App are the same).

Once you've successfully logged into the learning platform, you can access yout training.

To navigate courses or learning plans, tap the "My Courses and Learning Plans" tab or "My Dashboard" in the main menu. The page will show you all of the courses assigned to your account. Simply click the course icon to play the course.

How do I access my course offline?

To access the course in 'offline mode', you will need to download it first.

Once courses and/or objects are successfully downloaded, you will find them in the "Offline Content" area of your app which you can access from the main menu.

In order to download a course and/or object, check your app is online, access the course, then press the three dots icon in the top right corner of the screen and press the "Download" button that appears at the bottom.

What are the system requirements?

The Go.Learn mobile app is only available on:

  • Apple iOS 10 and later

  • Android 6 and later

Exams & Certifications

How do I request my exam voucher?

Once you finish a course, you will be entitled to receive a FREE exam voucher from Good e-Learning. We offer one voucher per-exam, so package courses will come with multiple vouchers if necessary. Certain courses may also come with vouchers to retake an exam if you fail.

Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase.

The Open Group exam vouchers

Please contact Good e-Learning Support when you are ready to sit your exam. We will be able to process the voucher within 48 hours of the request in partnership with the Open Group. Please note the turnaround time is 1-5 working days.

PeopleCert exam vouchers

Please contact Good e-Learning Support when you are ready to sit your exam. We will be able to provide the voucher within 48 hours of the request.

ISACA exam vouchers

Please contact Good e-Learning Support when you are ready to sit your exam. We will be able to provide the voucher within 48 hours of the request.

DevOps Institute exam vouchers

Please contact Good e-Learning Support when you are ready to sit your exam. We will be able to provide the voucher within 48 hours of the request.

How long is my exam voucher valid for?

  • Exam vouchers for DevOps are valid for 90 days from the date of issue

  • Exam vouchers for COBIT 2019 are valid for 6 months from the date of issue

  • Re-take exam vouchers (issued by the Open Group) are usually valid up to 6 months

  • All the other exam vouchers are valid for 12 months from the date of issue

Please contact the Good e-Learning Support Team at support@goodelearning.com to request your voucher or to find out how long you have left to request it.

Can I extend the expiry time for my exam voucher?

Whether or not your exam voucher can be extended will depend on the course that you are taking. For an exact answer, please contact the Good e-Learning Support Team.

The Open Group exam vouchers

Exam vouchers cannot be extended. If you contact the Open Group they may be able to provide you with a new voucher code, which would be valid for 3 months. You may be required to pay an additional fee. Please email certifications@opengroup.com for confirmation.

PeopleCert exam vouchers

Exam Vouchers can be extended, though you may be subject to administrative charges. Please contact customerservice@peoplecert.org for more information.

Am I entitled to a retake if I fail my exam?

Whether or not you will be entitled to retake a failed exam will depend on the course you are taking. Certain courses may be eligible for our Exam Pledge, while for other courses you will need to pay for a resit.

Exam Pledge

As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam.

The course must be purchased directly through www.goodelearning.com and must have a valid order number. Courses sold by ILX or through other partners/resellers are not eligible.

For a full list of eligible courses, please see our Terms & Conditions.

Do I take my exam online or at a test center?

How and where you will need to take your exam(s) will depend on the course you are taking. For an exact answer, please contact the Good e-Learning Support Team.

The Open Group exam vouchers

Open Group exams are offered at authorized Pearson VUE test centers. For a complete listing of regional centers, please visit the Pearson VUE website.

Additional Open Group options

there is an option to take some exams with Online Proctoring. Candidates who would need to travel, can now save money and time by taking their Certification Exams at home or at the office. Online Proctored Delivery is now available for the following exams:

  • OGA-031 ArchiMate 3 Part 1

  • OGA-032 ArchiMate 3 Part 2

  • OG0-061 IT4IT Part 1

  • OG0-091 TOGAF 9 Part 1

  • OG0-092 TOGAF 9 Part 2

  • OGB-001 TOGAF Business Architecture Part 1

PeopleCert exam vouchers

A step by step guide for taking your exam is available on the People Cert website. If you are sitting the ITIL Foundation exam, you can take this at a Pearson Vue test center.

English is my second language. Am I entitled to extra time?

Certain exam providers can offer you additional time if you are taking an exam which is not written in your first language. For an exact answer on your specific course, please contact the Good e-Learning Support Team.

The Open Group exam vouchers

Additional time is available for students whose first language is not English. Approval must be obtained beforehand from the Open Group. Please see The Open Group website for further information.

PeopleCert exam vouchers

An additional 25% time will be available for students whose first language is not English. Please note that your examination may also be available in your first language. Please visit the PeopleCert website for information relating to your exam.

How do I book my exam?

The way in which you will need to book your exam will depend on your course. For an exact answer, please contact the Good e-Learning Support Team.

The Open Group exam vouchers

You will be required to register and book your exam online with Pearson VUE after receiving your exam voucher via email from Good e-Learning.

PeopleCert exam vouchers

You will be required to register with PeopleCert after receiving your exam voucher (People Cert code) via email from People Cert. Good e-Learning will order the voucher on your behalf. Please contact the Good e-Learning Support Team to request your voucher.

What is the format of my exam?

Formats vary considerably between different exams. You can find the exact information about your own exam by visiting the page for your course on our website. You can also contact the Good e-Learning Support Team for more information.

The Open Group exams (TOGAF®, ArchiMate®, IT4IT®)

Level 1 examinations, including IT4IT Foundation, are closed-book and involve multiple-choice questions. Level 2 examinations are open-book, scenario-based, and involve complex multiple-choice questions. If you are sitting the TOGAF Combined examination, then the Level 1 and 2 formats will both apply. More information on exam durations and pass marks is available here.

The assessment for TOGAF Essentials 2018 is taken online. The assessment program includes both a PRACTICE assessment and a live assessment. It is no longer required to pass the Practice assessment before you are invited to take the actual assessment. The Open Group sends invitations for both the Practice assessment and the actual TOGAF Essentials 2018 assessment at the same time. You have unlimited attempts at the Practice assessment until you pass, and three attempts at the actual TOGAF 2018 assessment.

PeopleCert exams (ITIL®, ITIL 4®, AgileSHIFT®, PRINCE2®, PRINCE2 Agile®, MSP®)

All examinations are closed-book. More information on exam durations and pass marks is available here.

ISACA exams (COBIT 2019®)

The COBIT 2019 Foundation exam is closed-book. This is an online proctored exam consisting of 75 questions. More information on the exam's duration and pass marks is available here.

DevOps Institute exams (DevOps®, DevSecOps®, & SRE®)

All examinations are Open Book, Web-Based. More information on exam duration and pass marks is available here.

APMG exams (AgilePM®, AgileBA®, Change Management)

The exams involve multiple-choice questions. Foundation exams are closed-book, while the Practitioner exams are open-book. More information on exam duration and pass marks is available here.

Are there any exam prerequisites?

Certain exams have prerequisites which students must meet in order to take them. This varies from exam to exam, so it will be a good idea to check the information on your course''s page. You can also contact the Good e-Learning Support Team for more information.

The Open Group exam vouchers

There are no prerequisites to sit a Level 1 exam. To be eligible to sit a Level 2 exam you must first pass Level 1. More information on this is available here.

PeopleCert exam vouchers

There are no prerequisites required to sit a Foundation exam. To sit an Intermediate or Practitioner examination you will need to pass Foundation. Please note that for ITIL, the Managing Across the Life Cycle (MALC) exam cannot be taken until you accrue at least 17 credits (two from Foundation, 15 from Intermediate exams).

When will I receive my exam results?

Exactly when you receive your exam results will depend on the exam provider. For an exact answer, please contact the Good e-Learning Support Team.

The Open Group exam vouchers

You should receive a notification of a pass or fail within a few minutes of completing the exam via a printed score report, which can also be obtained through your Pearson VUE account. Your result will also be forwarded to the Open Group. They will process it and contact you within six business days to confirm your certification if you have passed.

PeopleCert exam vouchers

You will receive preliminary results on your screen after completing your exam. Official results will be issued within 2 business days and an e-certificate will also be provided. You can order a hard copy of your certificate from your PeopleCert account.

Technical Questions

What are the system requirements to access my course?

Good e-Learning courses are compatible with all modern Internet browsers. However, you may be required to update your browser if you are using an older version.

Accessing your course:

In order to access a Good e-Learning course, you will need one of the following internet browsers (Windows & Mac):

  • Google Chrome (latest version)

  • Microsoft Edge (Latest version)

  • Firefox (last version)

* Microsoft Edge, Firefox and Chrome have a continuous release policy that makes it difficult to fix a ''minimum'' version. Therefore, we recommend using the latest version.

Flash Player requirements:

Our courses require Flash Player (v10.3 or later) to properly view. Click here to download the latest version on Flash Player.

Please note that you must be using a browser as stated in step 1 to be able to use Flash.

Accessing your course from a mobile device:
  • Safari (Apple iOS 8 or later)

  • Google Chrome (Apple iOS 8 or later)

  • Google Chrome (Android OS 4.1 or later)

How can I request support or leave feedback?

Our support team is always on hand to help things run smoothly. Please drop us an e-mail at support@goodelearning.com, or fill out our brief contact form.

Alternatively, you can call us directly on: UK: +44(0) 203 824 2817

Why is my course not loading?

If you are experiencing an issue with your course not loading or a slower-than-expected performance, please try the following steps:

  • Clear your cache and try to access the course again

  • If you are using Internet Explorer/Edge, please try the latest version of an alternative browser such as Mozilla Firefox or Google Chrome

  • You may need to install or re-install Adobe Flash

If you are still having issues after following these steps, please contact Good e-Learning support and a member of our team will get in touch to provide assistance.