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Student Support & FAQs

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

All Good e-Learning training courses are thoroughly tested and examined before they are released. If you do encounter an issue with a course, this support area will provide guidance.

In this section, we will guide you through everything you need to know about accessing a Good e-Learning course as well as our most frequently asked questions. If you still can't find what you're looking for, please contact us and a member of our support team will be in touch.

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:

1)Log in to the Learning Ecosystem
2)Move the mouse to the menu bar on the left-hand side and select the menu button
3)Four options will appear. Select 'My Activities'
4)In the My Activities section, select 'Courses'. The course which you completed will be shown under the 'User Status' column
5)The course which is completed should have a certificate icon showing after the 'Score' column
6)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:

Enterprise Architecture - (TOGAF & ArchiMate)
IT Service Management - (ITIL)
Digital Transformation - (IT4IT)
Business Process Modeling - (BPMN)
Quality Management - (Lean & Six Sigma)
Project Management - (PRINCE2 & MSP)
IT Governance & Compliance - (COBIT5 & GDPR)

We are also constantly on the lookout for new standards to add to our already award-winning portfolio.

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.

To request your voucher, please contact the Good e-Learning Support Team. We will be able to provide the voucher within 24 hours of your request.

The Open Group exam vouchers (TOGAF, ArchiMate, IT4IT) - Please contact Good e-Learning support when you are ready to sit your exam. We will be able to process the voucher within 24 hours of the request in partnership with the Open Group. Please note the turnaround time is 1-5 working days.
PeopleCert exam vouchers (ITIL, PRINCE2, MSP) - Please contact Good e-Learning support when you are ready to sit your exam. We will be able to provide the voucher within 24 hours of the request.

For courses supplied by ILX Group (PRINCE2 Agile, APMG International AgilePM & Change Management, and APM Qualifications), please see the next tab.

Requesting exam vouchers for ILX Group courses

The process of ordering exam vouchers for the following exams:

PRINCE2® Agile Foundation & Practitioner
APM Project Fundamentals Qualification (PFQ)
APMG-International AgilePM® Foundation
APMG-International Change Management™

Please contact Good e-Learning support when you are ready to sit your exam.

We will process your exam voucher code in Partnership with ILX Group, the supplier of this course
ILX will send you an email along with an ILX voucher code, which is valid for 12 months
As a next step, you should redeem the ILX voucher (within the 12 months) and then you will be issued with a code to use for booking an official exam
More details on how to redeem the ILX exam voucher is here
You should not redeem ILX voucher code until you are ready to sit an exam since you only have 1 month after this to take an official exam
Please note that the exam voucher request will take between 1-5 days to process
Once your voucher is ready, you will receive notification from ILX Group

For APM Project Management Qualification (PMQ), currently APM does not allow this exam to be taken online due to the exam structure. The process is being reviewed by APM and currently, this exam can only be taken paper-based. No voucher will be issued for the APM PMQ exam. When you are ready to complete exam please contact the Good e-Learning Support Team and in partnership with ILX Group we will advise of dates available for the exam and will book them in.

How long is my exam voucher valid for?

Exam vouchers for DevOps examinations are valid for 90 days 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 (TOGAF, ArchiMate, IT4IT) - 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 (ITIL, PRINCE2, MSP, COBIT5) - 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 come with vouchers to retake exams, while for other courses you will need to pay for a resit. For an exact answer, please contact the Good e-Learning Support Team.

The Open Group exam vouchers (TOGAF, ArchiMate, IT4IT) - Please contact Good e-Learning Support to request a retake voucher. You will need to provide a PDF copy of your score report. These details will then be forwarded to The Open Group. This will take 1-6 working days to process. To access your score reports, you will need to log in to The Open Group portal at Pearson VUE. You will find a link to ‘View Score Reports’ and ‘Receipts’ on the right-hand side of the page under ‘My Account’. You will be required to wait a period of 30 days after your first attempt before sitting the exam again.
PeopleCert exam vouchers (ITIL, PRINCE2, MSP, COBIT5) - You will be required to purchase a new exam voucher to sit the exam again. Please contact Good e-Learning Support for more information.

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 (TOGAF, ArchiMate, IT4IT) - Open Group exams are offered at authorized Pearson VUE test centers. For a complete listing of regional centers, please visit the Pearson VUE website.
PeopleCert exam vouchers (ITIL, PRINCE2, MSP, COBIT5) - 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 (TOGAF, ArchiMate, IT4IT) - 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 (ITIL, PRINCE2, MSP, COBIT5) - 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 (TOGAF, ArchiMate, IT4IT) - 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 (ITIL, PRINCE2, MSP, COBIT5) - 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 exact information about your own exam by visiting the page for your course. You can also contact the Good e-Learning Support Team for more information.

The Open Group exam vouchers (TOGAF, ArchiMate, IT4IT) - Part 1 examinations, including IT4IT Foundation, are closed book and multiple-choice. Part 2 Examinations are open book, scenario-based and complex multiple-choice. 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.
PeopleCert exam vouchers (ITIL, PRINCE2, MSP, COBIT5) - Examinations are closed book. More information on exam durations 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 (TOGAF, ArchiMate, IT4IT) - 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 (ITIL, PRINCE2, MSP, COBIT5) - 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 (TOGAF, ArchiMate, IT4IT) - 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 (ITIL, PRINCE2, MSP, COBIT5) - 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)
Internet Explorer 11 or later
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:

1) Clear your cache and try to access the course again
2) If you are using Internet Explorer/Edge, please try the latest version of an alternative browser such as Mozilla Firefox or Google Chrome
3) 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.

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